Terms of Use of HSL Online Services

14 January 2021

1 These Terms of Use and the agreement they create

These Terms of Use of HSL's Online Services ("Terms of Use") shall apply to the use of online and mobile services ("Online Services") intended for consumers of the Helsinki Regional Transport Authority ("HSL" or "we"), which require registration. The Online Services include hsl.fi and HSL card service as well as related services, contents and materials.

The Terms of Use constitute an agreement on use of the Online Services between you, the person using the Online Services, and HSL. The agreement constituted by these Terms of Use shall supersede all previous agreements and declarations of intent regarding the Online Services between you and HSL. The Terms of Use do not alter or revoke HSL Conditions of Carriage and Ticket Terms and Conditions, but apply simultaneously.

These Terms of Use are available in Finnish, Swedish and English. In case of divergence, the Finnish language version shall prevail.

2 General Terms of Online Services

2.1 Using Online Services

To use the Online Services, you must accept the Terms of Use. In addition, Online Services may have service-specific special conditions that you must accept when using the Online Services. In addition, you must register to use Online Services.

HSL has the right to modify the Online Services and their contents and to stop maintaining the Online Services in part or in full.

2.2 HSL account

When you register for an Online Service, you create an HSL account, consisting of a username and password.

Your username and password are personal and you must not disclose them to any third party. You are responsible for maintaining the confidentiality of your username and password and for ensuring that they do not end up in the hands of third parties.

You are responsible for any costs, charges and damages caused by the use of your identifiers.

If your identifiers (username and password) are lost or accessed by an unauthorized person,  you must notify HSL immediately. The notification must be sent by email to sulje.hsl-tunnus@hsl.fi. Upon receipt of the notification, we have the right to close your access to the Online Services and take any other action we deem necessary. We can restore your access to the Online Services after you change your password.

2.3 Your access right

You receive personal access to the Online Services in accordance with the Terms of Use, instructions, laws and good practice. Your access right is non-exclusive and cannot be transferred to a third party.

You have the right to use the Online Services in accordance with the intended use of the service. You do not have the right to copy, distribute, publicly display or commercially use the Online Services or parts thereof. If you borrow any content of the Online Services, where the law permits, you must acknowledge the source in accordance with good practice.

We have the right to prevent the use of the Online Services if there are reasonable grounds to suspect that you are using the Online Services in breach of these Terms of Use, instructions, law or good practice.

2.4 Your responsibilities

You shall be responsible for the acquisition, costs and operation of all devices, software and data communications required for the use of the Online Services.

When using the Online Services, you are obligated to comply with the valid operating, safety and other instructions, as applicable.

You shall be liable for any damages caused to HSL, other users and third parties by use of the Online Services in violation of the Terms of Use, any other contractual terms and the law or good practice.

2.5 Privacy

To use the Online Services, you must provide the necessary information to use them. The information may also include your personal data.

Your personal data will be stored in the HSL customer register. Your personal data is processed in accordance with these Terms of Use, the HSL Customer Register Privacy Statement and service-specific privacy information. We and our subcontractors have the right to process you personal data in line with the EU’s General Data Protection Regulation, other applicable legislation and regulations, as described in detail in the Privacy Statement and other privacy information.

We process the data carefully and securely, and we require the same from our subcontractors and partners. We collect our customers' personal data in order to provide smooth and effective transport services. We explain our collection and processing of personal data in our Privacy Statement and other privacy information. 

You can give us consent to send you marketing messages about our activities or services. You can withdraw your consent when you wish. Customer communications that we send to manage an existing customer relationship does not count as direct marketing.

HSL Customer Register Privacy Statement and service-specific privacy information: http://www.hsl.fi/en/privacy.

2.6 Information security

We manage the information security of the Online Services in a generally acceptable and efficient manner. We will use appropriate technical solutions to prevent unauthorized access to our information systems You are aware that the online environment and services can, in practice, never be fully secure. You are responsible for the proper management of the information security of your information systems and network. 

2.7 Intellectual property rights

The Online Services, their content and layout are protected by copyright and other applicable laws. 

All rights, such as title, copyright and all other intellectual property rights, to the Online Services the material contained therein or related to them, are the property of HSL or our licensors. We reserve all rights except the right to use the Online Services in accordance with these Terms of Use.

2.8 Limitation of liability

While we are doing our best, we cannot guarantee that the Online Services will always be available to you without disruption. The Online Services may experience downtime and loss of use, or their content may contain errors or inadequacies due, for example, to maintenance activities, technical problems or problems with data transfer caused by third parties. If possible, we will notify you in advance of any downtime on our website. We try to schedule such disruptions so that they do not cause unreasonable harm.

In the event of a disruption, you must use other similar services or service points provided by HSL.

The right to access the Online Services is granted to you “As is”. We do not guarantee that the Online Services will meet all your requirements or work in all operating environments.

We shall not be liable to you or a third party for any errors, delays or damages resulting from your use of the Online Services in violation of the instructions or regulations, or that are otherwise caused by you.

We shall not be liable for any third party actions, claims or proceedings or for any damage caused by loss of data or damage of data, regardless of the cause of the loss or damage.

We shall not be liable for any defect, delay or non-performance of contractual obligations in so far as it is due to a force majeure. Force majeure means any event or occurrence preventing or making it unreasonably difficult to perform the obligations within the specified time. Such events include but are not limited to a war, a mutiny, an epidemic, a natural catastrophe, a general interruption of power supply or traffic, a general interruption of data communications, industrial action, a fire, essential restrictions set out by authorities, or any other significant, unusual and unexpected event that is not in HSL’s control. Furthermore, we shall not be liable for an error or delay by our subcontractor, caused by a force majeure. We will notify customers of a force majeure as soon as we are aware of it.

Direct damages: You have the right to claim compensation only for direct damages caused by a defect or delay in an Online Service. Direct damages include reasonable travel, postage and telephone costs associated with addressing the defect, purchase of a substitute ticket and other costs of sorting out the problem.

Indirect damages: We shall not be liable for any indirect damages caused by a defect or delay in an Online Service. Indirect damages include loss of income or loss of the use of the service caused, for example, by a disruption in the Online Services and you have to visit the HSL service point for this reason.

Corporate customer liability: Where the customer is a company i.e. a business, or if the service is used primarily for business purposes, we shall not be liable for any indirect damages caused by a defect or delay in the Online Services nor for damages caused to the employees of such customer.

2.9 Amending the Terms of Use

HSL shall have the right to amend these Terms of Use. The current Terms of Use are available on our website. We will notify you of any amendments via email, in the Online Services, or by some other appropriate means before the amendment takes effect. Changes will take effect at the time specified in the notification. By continuing to use the Online Services after the changes to the terms of use become effective, you agree to the new Terms of Use.

2.10 Applicable law and settlement of disputes

These Terms of Use shall be governed by Finnish law.

In case of disagreement, always contact HSL Customer Service first.

If a dispute is not settled by negotiation between the parties, you have the right to refer the dispute to the Consumer Dispute Board (https:www.kuluttajariita.fi). Before referring a dispute to the Consumer Dispute Board, you are advised to contact Consumer Advisory Services first (https://www.kkv.fi/kuluttajaneuvonta); if you do not that, the Consumer Dispute Board may refuse to process your complaint. If you wish to do so, you can also submit your complaint through the European Online Dispute Resolution platform (ODR) (http://ec.europa.eu/odr).

3 HSL Card Service Terms of Use

The HSL card service (kortti.hsl.fi) is an Online Service run by HSL where you can buy a new personal HSL card delivered to your home as well as top up your HSL card with season tickets and value.

This chapter describes the special features of the HSL card service and the terms of use applicable to it in addition to the general terms of Online Services described above.

3.1 Products available via the HSL card service

HSL card: You can buy a new personal adult HSL card via the HSL card service. You verify your identity using strong authentication. You cannot order an HSL card from the HSL card service to replace your lost card nor order a card to another person, such as a child. However, if your child strongly authenticates using his/her own banking credentials, you can order a new card for the child via the service.

Season tickets and value: You can buy season tickets for all customer groups as well as top up value onto your HSL card. School children's tickets, free tickets and employer-subsidized commuter tickets cannot purchased using the HSL card service. 

3.2 HSL card service payment methods and payment details

The payment intermediation service and payment service are provided by Paytrail Oyj in cooperation with Finnish banks and credit institutions. Paytrail Oyj will appear on your bank or credit card statement as payee and it will forward your payment to the merchant. Paytrail Oyj has a payment institution license. In case of a complaint, please contact the service provider in the first instance.

Paytrail Oyj, business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä

3.3 Strong authentication in the HSL card service

When you strongly authenticate for the HSL card service:

  • you will automatically get your HSL card information from the customer register without having to enter your HSL card number;
  • you will see your HSL card purchase history, e.g. where you have used the value stored on your card, where you have purchased season tickets and your latest season ticket;
  • you will also be able to see any season tickets with a later start date;
  • you will be able to close your lost HSL card;
    • Please note that a closed HSL card cannot be reactivated by any value or season ticket remaining on a lost HSL card can be transferred into a new HSL card at a service point.
  • you will be able to add HSL cards of other users into the service by card number and top up the cards with season tickets and/or value.
  • you can buy a new personal HSL card if you do not yet have a card.

If you log in to the HSL card service with a card number, you will not authenticate strongly, which means that

  • you will only see limited information about your value balance and valid season ticket;
  • you can top up your HSL card with season tickets and value;
  • you will be able to add HSL cards of other users into the service by card number and top up the cards with season tickets and/or value.

3.4 HSL card purchased via the HSL card service

When you order a new HSL card via the HSL card service, the card will be sent to you by mail within five (5) working days. The mailing is free of charge. We only deliver HSL cards to addresses located in Finland. 

After payment, the HSL card will be automatically collected and delivered and the order can no longer be cancelled. You cannot exchange or return an HSL card.

Please check the delivery and the items you ordered as soon as you receive them. If the HSL card you ordered does not work or is defective, you must contact HSL customer service without delay.

3.5 Buying tickets and value via the HSL card service

Correct HSL card number: When using the HSL card service, you are responsible for entering the correct HSL card number. Purchases made with the wrong HSL card cannot be cancelled or transferred to another HSL card.

Activation of season ticket and value, i.e. transfer to the HSL card: Before you can use a season ticket or value purchased via the HSL card service, you must transfer the ticket/value onto your card at a card reader, a ticket machine, a POS terminal at a sales point or at a driver’s device. The transfer cannot be made on U line buses. You can transfer the season ticket or value to your HSL card 60 minutes after the purchase.

You must transfer the value to your HSL card within six (6) months of the purchase; after that, it can no longer be transferred to the HSL card from the sales terminals. However, the value can be refunded at a service point within three (3) years of the purchase. The refund is given as value on your HSL card and a processing fee will be charged for the refund.

4 Contact details

Helsinki Regional Transport Authority (HSL)

Business ID: 2274586-3

HSL website: http://www.hsl.fi/en

Street address: Opastinsilta 6 A, Helsinki

Postal address: PO Box 100, FI-00077 HSL

Telephone (switchboard): +358 9 4766 4444

Email: hsl@hsl.fi