HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions

These Conditions of Carriage and Ticket Terms and Conditions apply from 1 October 2026  and supersede all previous Conditions of Carriage and Ticket Terms and Conditions. 

Helsinki Regional Transport Authority (HSL) provides public transport services and develops effective mobility in the Helsinki region. HSL’s operating area comprises nine member municipalities: Helsinki, Espoo, Kauniainen, Vantaa, Kerava, Sipoo, Tuusula, Kirkkonummi, and Siuntio.

HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions apply to public transport journeys provided by HSL and to the purchase of tickets.

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

In addition to these Terms and Conditions, separate terms of use apply to the use of HSL online services, the HSL app and the HSL Business Portal:

Terms of Use of HSL Online Services

Terms of use of the HSL App

Terms of use of the HSL Business Portal

Separate terms of use apply to the city bike service. More information about the city bikes

Contents

1. Tickets and purchasing tickets
2. Ticket types
3. HSL card
4. Ticket refunds
5. Discount groups and right to travel without a ticket
6. How to use tickets and other instructions
7. Ticket inspection
8. Checking your ticket and top-up information
9. Luggage and bicycles on public transport
10. Park & Ride
11. HSL’s liability and consumer’s obligations
12. Transfer of rights and obligations, validity of and amendments to the Terms and Conditions
13. HSL and data protection
14. Applicable law and settlement of disputes
15. Contact details

 

1 Tickets and purchasing tickets

1.1 Ticket sales locations

You can purchase tickets in the following ways:

• With the HSL app
• Online via HSL Ticket Store
• At card readers on board vehicles or at stations (with value on your HSL card or with your debit/credit card using contactless payment)
• At third-party sales points and HSL and municipal service points
• Using MaaS service providers’ services
• At ticket machines located at the busiest tram stops and commuter train stations

No service fee is charged when you purchase tickets via the HSL app and HSL Ticket Store, at card readers and ticket machines. Other sales outlets and service points usually charge a service fee for selling value or tickets.

When you purchase a ticket via the HSL app or a MaaS service provider’s app, the ticket must be on your phone or you must have activated a single journey on a multi-journey ticket before you board a bus, tram or train. When travelling on the Metro or the Suomenlinna ferry, the ticket must be on your phone before you enter the payment area, i.e. before passing the card readers.

1.2 Payment methods

You can pay for your purchase using any of the payment methods available in the sales channel.

HSL’s own sales channels

The payment methods currently accepted in the HSL app and HSL Ticket Store, and at ticket machines, HSL service point and HSL card readers are indicated in each sales channel and listed on the HSL.fi website.

Card payments are processed securely over an encrypted connection. Card details are not stored in HSL’s systems but are processed in the payment service provider’s PCI DSS-certified environment.

An authorization hold may be placed on your payment card at the time of purchase. This will usually appear in your card details immediately. The purchase amount is usually debited from your bank account or charged to your credit card within a few days, depending on the card you used. If you have an auto-renewing subscription, see sections 2.4.1 and 2.4.2 for more information about when payments are charged.

1.2.1 Special terms and conditions for payment by phone bill

1. If tickets purchased via the HSL app are charged to your phone bill, your mobile operator will provide your mobile phone number to HSL for billing purposes and charge the purchase to your next phone bill.
a) A payment method fee for mobile payment will be charged. The amount of the fee will be shown at the time of purchase.

You can pay for purchases of up to EUR 50 by phone bill.

1.2.2 Special terms and conditions for payment with a commuter benefit

Commuter benefits can only be used to pay for tickets for your personal use.

1.2.3 Special terms and conditions for contactless payment at card readers

Due to potential interruptions in telecommunications connections to the onboard card readers, contactless payment may occasionally be unavailable.

HSL can block your contactless debit/credit card from being accepted at card readers if the payment institution that issued your card has not accepted HSL's debit requests for the tickets you previously purchased, for example, due to insufficient funds. Once the issue preventing payments from your debit/credit card is resolved, the card will be automatically unblocked. If the bock list has not updated automatically, contact HSL’s service point. The service point staff will attempt to debit your card again. If this succeeds, the debit/credit card will be unblocked the next time the block list updates. After that you can again purchase tickets using contactless payment.

1.2.4 Special terms and conditions for using value on an HSL card

You can top up your HSL card with value in the HSL Ticket Store, at service points and at sales outlets. Top-ups must be made in whole euros and the minimum top-up amount is €5. An HSL card can hold up to €400 in value. In certain refund cases, the amount of value on the card may exceed this limit. You can use the value to purchase single tickets at card readers on HSL public transport. You can also use it to pay for tickets at service points. You can also use value at sales devices on U line buses. 

Any value you purchase or transfer from the old ticketing system is valid for two years from the date of the transfer or the most recent purchase, refund or use of value. Expired value cannot be used and HSL is not obligated to refund unused value. 

Other sales channels
1. At third-party sales outlets and municipal service points: payment methods accepted at the sales outlet or service point.
2. In MaaS service providers’ services: payment methods accepted by the service provider.

HSL is not responsible for the payment methods available in other sales channels.

1.3 Receipts

You will receive a receipt for your purchase. The method of delivery depends on the sales channel.

HSL's own sales channels
1. HSL app: You can find your receipt in the app.
2. HSL Ticket Store (online store): You can find your receipt in your HSL account
3. HSL ticket machines: Printed receipt
4. HSL service point: Printed receipt
5. HSL public transport vehicles (contactless payment): You can retrieve your receipt from the receipt portal on HSL’s website or from another online service specified by HSL.

HSL may also, at its discretion, enable eReceipts in a sales channel. To receive an eReceipt, you must have downloaded the ReceiptHero app, accepted its terms and conditions, and saved your payment card details in the app.

Other sales channels
1. At third-party sales outlets and municipal service points: receipt options available at the sales outlet or service point.
2. In MaaS service providers’ services: receipt options offered by the service provider.
HSL is not responsible for the delivery of receipts from or receipt options available in other sales channels.

2 Ticket types

2.1 Single ticket

You can change from one service to another during the ticket validity:

• AB, BC and DE tickets 80 minutes
• ABC, CD and CDE tickets 90 minutes
• BCD and BCDE tickets 100 minutes
• ABCD and ABCDE tickets 110 minutes

You can purchase single tickets:

Using the HSL app: You can set the ticket validity to start immediately or within 24 hours from the purchase. You need an internet connection to purchase the ticket. Once you have purchased a single ticket, it will be accessible even without an internet connection. Single tickets cannot be transferred from one phone to another. If you delete the HSL app from your phone or log out from the app, you will lose any valid single tickets you have on your phone. If you purchase single tickets as a guest without logging in to the HSL app: Use the tickets before logging in to the HSL app with your username and password; otherwise, you will lose the tickets you purchased. For special terms and conditions related to tickets purchased via the app, see section 7.3.

With the HSL card at card readers: You can purchase single tickets with value on the HSL card. Purchase the ticket at a reader when you board a vehicle or before you enter payment area. You must have enough value balance to cover the ticket price. The ticket is valid from the moment of purchase. Discount rate single tickets are personal.

At card readers using contactless payment: Purchase a single ticket at a reader using contactless payment when you board a vehicle or before you enter payment area. Only adult single tickets can be purchased using contactless payment. Please note that the reader will not print out the ticket or receipt: your debit/credit card will serve as your ticket. If you need a receipt, you can get it via a receipt portal accessible through HSL’s website, or via another e-service indicated by HSL. Tickets purchased using contactless payment are not valid on U line services. For special terms and conditions related to contactless payment, see section 7.4.

Paper tickets purchased at sales and service points or provided to you: You can purchase paper single tickets at sales and service points using the accepted payment methods. The ticket becomes valid when you show the QR code on the ticket to a card reader at the beginning of your first journey. The ticket must be used within the activation period shown on the ticket, which is typically three (3) months, but no more than twelve (12) months, depending on where the ticket was purchased or whether it has been handed over to the user.

The printed ticket must be kept carefully to ensure the QR code remains readable. If the QR code on the ticket has faded and is unreadable, the ticket will not be accepted. In addition, the ticket must be whole so that all ticket details are clearly visible. Printed QR code tickets are not accepted on U line services.

From ticket machines: You can purchase paper single tickets at ticket machines at some commuter train stations and some tram stops. The ticket is valid from the moment of purchase. The range of tickets available varies. Tickets purchased from ticket machines are valid 10 minutes longer than tickets purchased by other means (see the validity times above).

2.2 Multi-journey ticket

You can purchase multi-journey tickets of 10 or 20 journeys. The price per journey is lower than purchasing individual single tickets. The multi-journey tickets must be used within 30 or 60 days. The tickets are only available for adults via the HSL app. The tickets are personal, and you need to complete strong authentication to purchase a multi-journey ticket.

If you change phones or your phone is broken, stolen or lost, you can transfer a valid multi-journey ticket to your new phone by completing strong authentication in the HSL app.

2.3 Day ticket

A day ticket allows you unlimited travel on HSL public transport in the selected zones within the ticket’s validity.

You can purchase day tickets:

• Using the HSL app: Day tickets are valid for 1–13 days. You can purchase a day ticket up to 24 hours in advance, and you can specify the validity start time with an accuracy of one (1) hour. You need an internet connection to purchase a ticket. Once you have purchased the ticket, it will also be available without an internet connection. Day tickets cannot be transferred from one phone to another. If you delete the HSL app from your phone or log out from the app, you will lose any valid day tickets you have on your phone. If you purchase day tickets as a guest without logging in to the HSL app: Use the tickets before logging in to the HSL app with your username and password; otherwise, you will lose the tickets you purchased.

• Paper tickets purchased at sales and service points or provided to you: You can purchase one day tickets at sales and service points using the accepted payment methods. The ticket becomes valid when you show the QR code on the ticket to a card reader at the beginning of your first journey. The ticket is valid for 24 hours. The ticket must be used within the activation period shown on the ticket, which is typically three (3) months, but no more than twelve (12) months, depending on where the ticket was purchased or whether it has been handed over to the user.

  The printed ticket must be kept carefully to ensure the QR code remains readable. In addition, the ticket must be whole so that all ticket details are clearly visible. If the QR code on the ticket has faded and is unreadable, the ticket will not be accepted. Printed QR code tickets are not accepted on U line services.

• From ticket machines: Some commuter train stations and some tram stops have ticket machines where you can purchase one-day tickets, which are valid for 24 hours from the moment of purchase. Ticket machines only sell AB and ABC tickets. In zone D, ticket machines do not sell day tickets.

• Helsinki Card is a day ticket with a QR code that allows you to travel in zones AB or ABC.  Your travel entitlement becomes valid when you use the ticket for the first time and show it to a card reader.

2.4. Group ticket

2.5 Season ticket

A season ticket allows you unlimited travel on HSL public transport in the zones covered by the ticket within its validity. A season ticket is valid for 14, 30, or 360 days. Season tickets are personal. You can set the ticket validity to start within up to 60 days of the moment of purchase. The ticket is valid from the beginning of the selected day.

• HSL app: On the last day of validity, the ticket remains valid until 4.30am on the following calendar day.
• HSL card: On the last day of validity, the ticket remains valid until midnight at the end of the day.

There are three price categories:

Resident season tickets: If you live permanently or temporarily in an HSL area municipality or in a municipality that has signed a ticketing agreement with HSL, you are entitled to a resident adult season ticket subsidized by your home municipality.

Non-resident season tickets: Other people can purchase non-resident season tickets.

Auto-renewing subscription and auto-renewing saver subscription: You can set up a subscription if you live in an HSL area municipality or in a municipality that has signed a ticketing agreement with HSL, and you are entitled to a resident season ticket subsidized by your home municipality.

In addition, certain customer groups are entitled to discounted season tickets. Read more in chapter 5, “Discount groups and right to travel without a ticket”.

You can purchase season tickets in the following ways:

On the HSL card, you can purchase tickets via the online HSL Ticket Store. If necessary, you can also purchase tickets from third-party sales points or service points, which generally have more limited opening hours. Before purchasing a ticket, you must complete strong authentication because your municipality of residence will be confirmed through it. You can complete strong authentication online, or HSL Customer Service can add your municipality of residence to your HSL account. You cannot complete strong authentication at sales points.

Using the HSL app: Before purchasing a ticket, you must complete strong authentication because your municipality of residence will be confirmed via strong authentication. You can purchase a season ticket as one-off purchase or set up an auto-renewing subscription (see section 2.4.1) or an auto-renewing saver subscription (2.4.2). You need an internet connection to purchase the ticket. In addition, a season ticket requires internet connection every 24 hours during its period of validity. If you change phones or your phone is broken, stolen or lost, you can transfer a valid season ticket purchased using the HSL app to your new phone by strongly authenticating in the app.

2.4.1 Auto-renewing subscription (only in the HSL app)

You can purchase an auto-renewing subscription via the HSL app. The subscription will run until terminated and the ticket will be charged to the debit/credit card that you have linked to the app automatically every 30 days.  You can cancel an auto-renewing subscription at any time (see section 2.4.6).

You can set the ticket validity to start within 60 days from the moment of purchase. The first 30-day period will be charged at the moment of purchase, and your subscription will take effect from the first payment. The next 30-day period will be charged to your debit/credit card two (2) days before the beginning of the new period. The price for each 30-day period will be according to the current HSL price list.

You must ensure that the debit/credit card you have linked to the HSL app has enough credit on it to cover the payments. If we are unable to debit your card, we will try to debit your card three (3) times. After three (3) unsuccessful attempts to debit your card, your subscription will be deemed to have been cancelled and it will terminate at the end of the paid period.

2.4.2 Auto-renewing saver subscription (only in the HSL app)

You can purchase an auto-renewing saver subscription via the HSL app. The ticket will be charged to the debit/credit card that you have linked to the app automatically every 30 days. When you set up an auto-renewing saver subscription, you commit for 360 days, after which the subscription will continue automatically until terminated. If you cancel your auto-renewing saver subscription before the 12^th payment, you will be charged a cancellation fee (see section 2.5.7).

You can set the ticket validity to start within up to 60 days from the moment of purchase. The first 30-day period will be charged at the moment of purchase and your subscription will take effect from the first payment. The next 30-day period will be charged to your debit/credit card two (2) days before the beginning of the new period. The price of a 30-day period will remain the same for the first 12 periods or decrease if the price of the ticket you have subscribed decreases. After this, the price of each period will be according to the current HSL price list.

You must ensure that the debit/credit card you have linked to the HSL app has enough credit on it to cover the payments. If we are unable to debit your card, we will notify you of this via the app and via email for the first time two (2) days before the end of the 30-day period. You have two (2) days to transfer money to your account or to replace the debit/credit card with another one so that we can charge the payment to your card. We will try to take the payment from your card for two (2) days. If we are unable to take the payment within the two (2) days, your subscription will be deemed to have been cancelled and it will terminate at the end of the paid period. You will be charged a cancellation fee (see section 2.4.7).

If you have several interrupted saver subscriptions because you have not had enough credit on your card, or if you have several unpaid cancellation fees, HSL reserves the right to disallow you from purchasing auto-renewing saver subscriptions for a fixed period of time.

2.4.3 Changing the validity area of a season ticket

If you have a season ticket in the HSL app

Season ticket as a one-off purchase: You can change the validity area of a season ticket that is valid for more than 30 days during its validity. Any remaining 30-day periods will be refunded on the price of the new season ticket. For example, if your season ticket has 35 days remaining, you will be refunded for 30 days on the new season ticket. However, we will not refund any money if the amount to be refunded exceeds the price of the new season ticket. If you change the validity area of a 360-day season ticket, you will be charged a cancellation fee in accordance with section 2.4.5. In addition, the instructions for applying for a refund set out in section 4.2 shall apply.

Auto-renewing subscription and auto-renewing saver subscription: You can change the validity area of a season ticket that is valid for more than 30 days during its validity. Any remaining 30-day periods will be refunded on the price of the new season ticket. For example, if your season ticket has 35 days remaining, you will be refunded for 30 days on the new season ticket. However, we will not refund any money if the amount to be refunded exceeds the price of the new season ticket. If you change the validity area of a 360-day season ticket, you will be charged a cancellation fee in accordance with section 2.4.5. In addition, the instructions for applying for refund set out in section 4.2 shall apply.

If you have a season ticket on the HSL card

Season ticket as a one-off purchase: You cannot change the zones during the ticket validity. If the zones on your valid season ticket do not meet your travel needs, you can cancel your ticket and purchase a new one. Any remaining days on a canceled ticket will be refunded when you purchase a new ticket. However, we will not refund any money if the amount to be refunded exceeds the price of the new season ticket. If you change the validity area of a 360-day season ticket, you will be charged a cancellation fee in accordance with section 2.5.5. In addition, the instructions for applying for refund set out in section 4.2 shall apply. 

2.4.4 Change of customer group

You cannot change your customer group during the validity period of a season ticket, auto-renewing subscription or auto-renewing saver subscription. However, you can cancel your season ticket, auto-renewing subscription or auto-renewing saver subscription in accordance with these terms and conditions (see sections 2.4.5–2.4.7), change your customer group and then purchase a new season ticket.

2.4.5 Cancelling a season ticket purchased as a one-off

360-day season ticket: You can cancel your season ticket at any time. If you want to cancel your ticket, please contact HSL Customer Service. We will charge you a service fee and a cancellation fee. For tickets purchased on or after 2 June 2026, the cancellation fee is:

• EUR 46 for AB, BC, CD and DE tickets
• EUR 64 for ABC, BCD and CDE tickets
• EUR 71 for ABCD and BCDE tickets
• EUR 87 for ABCDE tickets

For tickets purchased between 1 January 2026 and 1 June 2026, the cancellation fee is:

• EUR 46 for AB, BC, CD and D tickets
• EUR 64 for ABC and BCD tickets
• EUR 71 for ABCD tickets

For tickets purchased by 31 December 2025, the cancellation fee is:

• EUR 45 for AB, BC, CD and D tickets
• EUR 57 for ABC and BCD tickets
• EUR 66 for ABCD tickets

360-day season ticket in the HSL app

We will refund all remaining unused 30-day periods. For example, if you have 35 days left you will receive a refund for 30 days. In addition, the instructions for applying for a refund set out in section 4.2 shall apply.

360-day season ticket on the HSL card

We will refund all remaining days. In addition, the instructions for applying for a refund set out in section 4.2 shall apply.

Other season tickets purchased as one-off: If you cancel your season ticket during its validity period, the remaining days will not be refunded.

2.4.6 Cancelling an auto-renewing subscription

You can cancel an auto-renewing subscription at any time. You must cancel your subscription in the HSL app or, if necessary, call HSL Customer Service before the payment for the next 30-day period, that is at least two (2) days before the beginning of the next period.

If we are unable to successfully charge you for your auto-renewing subscription as described in section 2.4.1, your subscription will be deemed to have been cancelled.

Once cancelled, your season ticket will be valid until the end of the paid period.

Examples:

• Your auto-renewing subscription started on 19 September and you cancel it on 1 October at 7.30pm. Your season ticket is valid until the end of the current 30-day period, i.e. until 18 October 4.30am.
• Your auto-renewing subscription started on 19 September and you cancel it on 15 October at 7.30pm. Your season ticket is valid until the end of the current 30-day period, i.e. until 18 October 4.30am.
• Your auto-renewing subscription started on 19 September and you cancel it on 18 October at 8am. In this case, the payment for the next period has already been charged at 4.31am on 16 October. Your season ticket will be valid until 17 November 4.30am, after which the subscription will end.

2.4.7 Cancelling an auto-renewing saver subscription

Cancelling before the 12^th payment: The auto-renewing saver subscription runs for a minimum of 360 days. If you want to cancel your subscription before the 12^th payment, we will charge you a cancellation fee. For subscriptions set up on and after 2 June 2026, the cancellation fee is:

• EUR 46 for AB, BC, CD and DE tickets
• EUR 64 for ABC, BCD and CDE tickets
• EUR 71 for ABCD and BCDE tickets
• EUR 87 for ABCDE tickets

The cancellation fee for subscriptions set up between 1 January 2026 and 1 June 2026 is:

• EUR 46 for AB, BC, CD and D tickets
• EUR 64 for ABC and BCD tickets
• EUR 71 for ABCD tickets

For subscriptions set up by 31 December 2025, the cancellation fee is:

• EUR 45 for AB, BC, CD and D tickets
• EUR 57 for ABC and BCD tickets
• EUR 66 for ABCD tickets

Cancelling after the 12^th payment: You can cancel an auto-renewing saver subscription at any time without a cancellation fee.

You must cancel your auto-renewing saver subscription in the HSL app or, if necessary, call HSL Customer Service before the payment for the next 30-day period, that is at least two (2) days before the beginning of the next period. Your season ticket will be valid until the end of the paid period.

If we are unable to successfully charge you for your auto-renewing saver subscription as described in section 2.4.2, your subscription will be deemed to have been cancelled.

3 HSL card

HSL card is a card on which you can purchase tickets and value to be used on HSL area public transport. You can purchase an HSL card at a service point. You can also purchase an HSL card from Wolt Market in Helsinki, Espoo and Vantaa. An HSL card purchased from Wolt Market is delivered to your home. Delivery and service fees apply. If it is your first HSL card, you can activate it yourself. If you purchased a new card to replace a lost HSL card, activation must be completed through HSL Customer Service.

In order to use the HSL card, you need to have a strongly authenticated HSL account. Your customer group stored on your account and your home municipality together determine what kind of tickets you can purchase.

HSL cards can be used until further notice or until we replace HSL cards or discontinue them. If you use your HSL card in breach of these Terms and Conditions, the card may be taken away from you.

The back-end systems of the HSL card and the HSL app are not interconnected. Consequently, you cannot use HSL card tickets or value loaded on your HSL card on the HSL app and vice versa.

3.1 Faulty or lost HSL card

You can replace an HSL card that is not working or is otherwise faulty with a new one at a service point.

If an HSL card is faulty due to HSL’s fault:
We will refund any costs arising from a faulty card, such as single tickets, phone calls, and postage, against receipts

• if the card stops working due to a technical fault or error,
• this has caused additional costs, and
• the conditions set out in chapter 11, “HSL’s liability and consumer’s obligations,” of these Terms and Conditions are met.

If an HSL card is faulty or damaged due to your actions, we will charge you a card charge for the new HSL card. You have an obligation to handle your card carefully.

You can deactivate a lost HSL card at a service point or by contacting HSL customer service. The card charge for the lost HSL card will not be refunded. A card charge will be charged for the new card. You can register your HSL card as your identifier on your HSL account, at a service point or by contacting HSL customer service by phone or chat.

4 Ticket refunds

4.1 Right to refund

In certain situations, we may refund you the price of a ticket you have purchased, either in cash or in the form of a new ticket. You can find ticket-specific refund terms in Chapter 2 under the heading “Ticket types”. In addition, the general terms of refund outlined in this chapter shall apply.

4.2 Instructions for claiming a refund

Your refund application will be submitted for processing once you contact HSL Customer Service by message. You can send a message using the form on our website. If necessary, you can also contact our customer service through other channels.

When applying for a refund, you must prove your identity. All refunds are calculated according to the price list in effect at the time of purchase.  The refund is paid when the change or cancellation is made.

A service fee is charged when a refund, change or cancellation is processed through HSL Customer Service.

You cannot get a cash refund for a ticket purchased using a commuter benefit. If you have paid for your ticket (in part on in full) using a commuter benefit or another benefit provided to you and the benefit provider has terminated the use of the HSL service, you are not entitled to a refund if you cancel your ticket.

You must claim the refund within two (2) months from the date on which the claim arises.

If you have purchased your ticket from another operator that provides tickets such as a MaaS service provider, i.e. you have not purchased your ticket from HSL, you must contact the operator in question for any issues with your ticket and potential refunds.

4.3 Special circumstances of the customer

In special circumstances, we may cancel an agreement for a season ticket and issue a refund retrospectively, if you have been unable to use your season ticket due to an unexpected change in your life circumstances and upholding the agreement would result in an unreasonable situation. These special circumstances include, but are not limited to, the following:

• hospitalization,
• admittance to institutional care,
• permanent change of place of residence, work or study to a location outside the HSL area,
• death, or
• other compelling circumstances comparable to the above, where upholding the agreement would result in an unreasonable situation.

Ticket in the HSL app:

We will refund all remaining unused 30-day periods of a season ticket valid at the moment when the grounds for the refund first arose. For example, if you had 35 days left you will receive a refund for 30 days. If the reason for refund is hospitalization or other temporary reason, we will primarily issue the refund in the form of day tickets (corresponding to the number of days left on the season ticket). In other cases, we will issue a monetary refund.

Ticket on the HSL card

We will refund all remaining unused 30-day periods of a season ticket valid at the moment when the grounds for the refund first arose. If the reason for refund is hospitalization or other temporary reason, we will primarily issue the refund in the form of a ticket corresponding to the number of unused days. In other cases, we will issue a monetary refund.

If approved, a refund will issued retroactively only for the time you can reliably prove that you have not been able to use your season ticket. The instructions for applying for refund set out in section 4.2 shall apply.

In the case of the special circumstances set out in chapter 4.3 , the claim must be made within one (1) year from the date on which the claim arises.

4.4 Other special circumstances, such as strikes or service disruptions

In case of a strike or other special circumstances that have a significant impact on the provision or use of public transport, we will issue refund terms and instructions on a case-by-case basis and publish them on our website.
Service disruptions, for example a service not running or not running as scheduled, do not automatically entitle customers to refunds.

You must claim the refund within two (2) months from the date on which the claim arises.

4.5 Refunds due to the transition to the new account-based backend system

Refund for unused disposable cards

Single and day tickets loaded on disposable cardboard cards are no longer accepted on HSL public transport.  Any unused tickets are refunded primarily as corresponding HSL app tickets or as corresponding single or day tickets with QR codes. Customers can claim a refund until 30 September 2027.

5 Discount groups and right to travel without a ticket

5.1 Discount groups

Students, children, pensioners receiving a pension from Kela, people over 70 years, and people with reduced mobility can purchase HSL tickets at a discounted rate. In order to be eligible for the discount, you must live permanently in the HSL area. Discounted tickets are available for all zones. Please note that discounts are not available on all ticket types.

Your discount entitlement must be valid throughout the period for which you are buying a season ticket. You are responsible for ensuring you have the correct customer group on your HSL card and in the HSL app, as it determines the price of your ticket.

For more information about various discount groups and the discount criteria, see our website: https://www.hsl.fi/en/tickets-and-fares/discounted-travel.

5.1.1 Students

Full-time students who meet the criteria for the discount can purchase buy season tickets at a discounted rate. The discount is 40 per cent on the corresponding adult fare. 

You can purchase discounted tickets using the HSL app. The discount entitlement is verified electronically every time you purchase a season ticket.

You can purchase discounted tickets onto your HSL card in the HSL Ticket Store. If necessary, you can also purchase tickets from third-party sales points or service points, which have more limited opening hours.A service fee will be charged for updating the customer group and the purchase of a season ticket at the service point according to the current price list. No service fee is charged if you are unable to purchase a discounted season ticket using the HSL app or via the HSL Ticket Store. These situations include but are not limited to that information of the school you are studying at is not available via the My Studyinfo service, you are an exchange student and you do not have a Finnish personal identity code, or you have a functional impairment that prevents you from using the HSL app and the HSL Ticket Store.

Student discount is not available on single and day tickets.

5.1.2 Children aged 7–17

Children aged 7–17 can purchase tickets at a discounted rate. The discount is 50 percent on adult rates.

Children under 7 years of age do not need a ticket on HSL public transport (see section 5.2).

To purchase child tickets, you must be under 18 years of age throughout the validity period of the season ticket purchased. An auto-renewing subscription will end before the 30-day period during which you will turn 18.

5.1.3 Pensioners

Pensioners receiving a national or guarantee pension or a cash rehabilitation benefit from Kela who meet all the eligibility criteria for a discount can purchase tickets at a discounted rate. You can get a discount on season and value tickets bought using your personal HSL card. The discount entitlement is stored on your HSL card at a service point. The discount is 50 percent on adult rates.

Your discount entitlement is verified each time you purchase a ticket.

5.1.4 70+ passengers

Customers aged 70 years or more can purchase season tickets at a discounted rate. The discount is 40 percent on the corresponding adult fare.

You can purchase season tickets using your HSL card or the HSL app. Your discount entitlement is verified when you purchase a ticket.

The 70+ discount is not available on single and day tickets.

5.1.5 People with reduced mobility

Customers whose mobility is impaired owing to a permanent injury or chronic disease are, under certain conditions, entitled to discounted travel. The discount is 50 percent on the corresponding adult fare.

The discount applies to season and value tickets purchased with a personal HSL card. The discount entitlement is stored on your HSL card at a service point.

5.2 Right to travel without a ticket

The following customers are allowed to travel on HSL transport services without a ticket:

• Children under 7 years of age
• Passengers travelling with a child aged between 0–6 in a pram, pushchair or wheelchair, excluding U line buses
• Wheelchair users
• A companion if the accompanied person has
  • a Companion Pass or an EU Disability Card with the symbol A and
  • a valid ticket or right to travel without a ticket.
• Groups of up to 30 pupils from schools in the HSL area if the teacher has a school group pass.

6 How to use tickets and other instructions

HSL tickets can be used on all buses, commuter trains, the Metro, trams, and the Suomenlinna ferry. On U line buses serving areas outside the HSL area, HSL tickets on an HSL card or in the HSL app can be used within the HSL area. Paper single, day tickets and group tickets, and tickets purchased using contactless payment are not accepted on U line buses.

6.1 Purchasing the correct ticket

It is your responsibility to ensure that you purchase the correct ticket, that is valid long enough, and that the purchase of a ticket at a card reader on board a vehicle, or in the HSL app before boarding or before entering the Metro payment area of Suomenlinna ferry pier is successful. A failed ticket purchase does not entitle you to travel without a valid ticket. If the ticket purchase fails, use another payment method, another card reader, or the app instead of a card reader; in that case, you must purchase your ticket before passing the card reader.

You must find out which ticket you need for your journey. You can use, for example, hsl.fi and the Journey Planner to find out the routes and modes of transport for your journey and which ticket you need to purchase. Information about tickets and routes is also available at HSL bus and tram stops, as well as at hsl.fi.

You must have a valid ticket throughout your journey. When you top up your HSL card or purchase a disposable cardboard card, you must check the details of the ticket loaded on the card on the receipt.

We will not refund wrong tickets purchased by mistake. However, it is possible to change or cancel some season tickets as set out in section 2.4.

VR tickets as well as Interrail and Eurail passes are accepted on HSL area commuter trains.  You can combine a VR ticket with an HSL ticket if your journey in the HSL area extends beyond the destination station indicated on your VR ticket. Your HSL ticket must cover the journey from the destination station indicated on your VR ticket to your destination in the HSL area.

6.2 Selecting the appropriate zones and combining multiple tickets for the same journey

You must have a ticket for all the zones you travel through. You may use multiple tickets for the same journey, provided that you have a valid ticket covering all the zones you travel in at all times throughout the journey. If you use two tickets for the same journey, purchase the second ticket before the vehicle you are travelling on leaves the last stop or station within the zones covered by your first ticket. For example, if you have an AB ticket and travel to zone D, you must purchase a CD ticket before the vehicle you are travelling on begins its journey to the first stop/station in zone C. 

If you have a season ticket on your HSL card and purchase a single ticket for the same journey using value on the card, select all the zones you will travel in at the card reader.  The reader will automatically sell you the correct single ticket.  For tickets purchased using other payment methods or via other sales channels, you are responsible for ensuring that they are valid for your entire journey. 

Tickets with a QR code must be activated in time

You can combine different tickets for the same public transport journey, such as a season ticket and a ticket with a QR code. If you combine a ticket with a QR code purchased in advance with another ticket, you must activate it before the vehicle you are travelling on starts its journey to the first stop or station in the zone covered by the ticket with a QR code. The Conditions of Carriage did not previously mention the activation of tickets with a QR code.

All tickets allow unlimited travel on all HSL modes of transport within the zones they cover during their validity. 

6.3 Interchanging

You can interchange between modes of transport within the validity of your ticket. Your ticket can expire during the last leg of your journey. It is enough that your ticket is valid when you board a vehicle or enter the Metro or ferry payment area.

6.4 When do I have to purchase my ticket?

Tickets purchased at card readers with value on an HSL card and using contactless payment: You must purchase your ticket at a card reader immediately after boarding a bus, tram or train. When travelling on the Metro or the Suomenlinna ferry, you must purchase your ticket at a card reader before entering the payment area, i.e. before passing the card readers.

HSL app or a MaaS service provider’s app: The ticket must be on your phone, or you must have activated a single journey on a multi-journey ticket before you board a bus, tram or train. When travelling on the Metro or the Suomenlinna ferry, the ticket must be on your phone before you enter the payment area, i.e., before passing the card readers.

Paper single and day tickets and group tickets with a QR code:An advance purchase single or day ticket must be activated on the first journey: show the disposable card or the QR code on a paper ticket to the card reader immediately after boarding a bus, tram or train. When travelling on the Metro or the Suomenlinna ferry, you must present your ticket to a card reader before entering the payment area, i.e., before passing the card readers.

6.5 Forbidden activities, substances and items

A public transport vehicle is classified as a public place to which the provisions of the Public Order Act (612/2003) apply. For example, the following activities are forbidden on board a public transport vehicle:

• Disturbing public order and endangering public security, for example, by making noise, threats or other threatening behavior likely to cause fear
• Use of intoxicating substances
• Transportation and possession of dangerous substances (such as gas bottles and corrosive substances)
• Possession of objects and substances that can be used to harm others

A customer who violates the above provisions may be removed from the vehicle without any obligation to refund or otherwise reimburse the fare.

7 Ticket inspection

7.1 Showing your ticket

You have an obligation to show an appropriate ticket on board a vehicle, in the payment area, and at the gate when gate fare collection is in place, to ticket inspectors, security guards assisting them, commuter train conductors and bus drivers. A ticket purchased via the HSL app must be shown on the HSL app. 

Buses: When you board an HSL bus, show your ticket to the bus driver or a card reader.

Commuter trains, Metro, trams, ferries and orange trunk route buses: Show your ticket upon request.

If you do not have an appropriate ticket, you may be issued a penalty fare and charged the price of a single ticket (see section 7.2). In addition, if you are travelling without an appropriate ticket, you may be removed from the vehicle or from the payment area. If you use the HSL card in breach of these terms and conditions, the HSL card may be taken away from you, without any obligation to refund or otherwise reimburse your ticket.

If you present a fake ticket, the matter will be referred to the police.

7.2 Issuing a penalty fare

The principles governing penalty fares are set out in the Act on Penalty Fares in Public Transport (469/1979).

Under the act, a customer is obliged to show their ticket at the request of an inspector or a security guard assisting in ticket inspection. If you do not have an appropriate ticket, you are obliged to pay a penalty fare issued by a ticket inspector. In addition, you will be charged the price of a single ticket. If you do not show an appropriate ticket, you must give the inspector your name, personal identity code and your address.

Ticket inspectors control, for example, the following matters:

• Zones: Your ticket is valid in all the zones you travel through. 
• Validity: Your ticket is valid. When you change from one vehicle to another, your ticket can expire during the last leg of your journey. It is enough that your ticket is valid when you board a vehicle or enter the Metro or ferry payment area.
• Correct customer group: Your ticket is appropriate as determined by your customer group. You must show a reliable proof of your identity if asked by a ticket inspector. If you do not have an ID document with you, you must write your personal identity code, name and address in the personal data form after which the ticket inspector will verify your personal data from the population information system.
• Time of purchase of a ticket purchased on the HSL app: The ticket must be on your phone before you board a vehicle or enter the Metro or ferry payment area.
• HSL card: HSL cards are personal and can only be used by the owner of the card, who must, if asked by an inspector, show reliable proof of their identity.
• Personal season ticket: A season ticket in the HSL app or the HSL card can only be used by the owner of the ticket, who must, if asked by an inspector, show a reliable proof of their identity.
• A combination of a VR and HSL ticket: If you are combining a VR season ticket with an HSL ticket, you must show both the VR ticket and the HSL ticket.
• Ticket authenticity: HSL will file a criminal complaint for any ticket fraud.

7.3 Special terms regarding tickets purchased via the HSL app

When using a ticket purchased via the HSL app, you must present the ticket’s ID information so that the ticket inspector can check the ticket reliably.

If your phone is out of battery or the phone is not working for some other reason and you are unable to show your valid ticket in the HSL app to a ticket inspector, the inspector may issue you a penalty fare and charge you the price of a single ticket.

7.4 Special terms regarding tickets purchased at card readers using contactless payment

Due to potential interruptions in telecommunications connections to the onboard card readers, contactless payment may occasionally be unavailable.

HSL can block your contactless debit/credit card from being accepted at card readers if the payment institution that issued your card has not accepted HSL's debit requests for the tickets you previously purchased, for example, due to insufficient funds. Once the issue preventing payments from your debit/credit card is resolved, the card will be automatically unblocked. If the bock list has not updated automatically, contact HSL’s service point. The service point staff will attempt to debit your card again. If this succeeds, the debit/credit card will be unblocked the next time the block list updates. After that you can again purchase tickets using contactless payment.

The card readers do not print out tickets or receipts: your debit/credit card serves as your ticket. If you need a receipt, you can get it via a receipt portal accessible through HSL’s website, or via another e-service indicated by HSL.

You can buy tickets with contactless payment using your debit/credit card or a payment application where you have stored your debit/credit card details. When changing from one service to another, you must show the ticket to the ticket inspector or card reader from the same card or payment application with which you purchased the ticket.

If your phone or another device on which you use the payment application, is out of battery or the phone or device is not working for some other reason and you are unable to show your ticket, the ticket inspector may issue you a penalty fare and charge you the price of a single ticket.

7.5 Cancelling a penalty fare

A penalty fare may be cancelled afterwards upon consideration if you had an appropriate and valid season ticket on your personal HSL card or in the HSL app when the penalty fare was issued, and you are able to reliably prove this afterwards.

The penalty fare may be cancelled through HSL Customer Service before the due date. Penalty fares cannot be cancelled at municipal service points. A service fee may be charged for the cancellation. The single ticket sold by the ticket inspector will not be refunded.

However, we are not obliged to cancel the penalty fare even if you had an appropriate, valid season ticket because, pursuant to the Act on Penalty Fares in Public Transport, you have an obligation to present an appropriate ticket upon ticket inspection.

8 Checking your ticket and top-up information

You can check your ticket and top-up information in the following ways:

HSL Ticket Store (kauppa.hsl.fi): you can see a list of all tickets you have purchased on your HSL card and your purchase history.

HSL account: you can see a list of all tickets you have purchased on your HSL card.

At card readers on board public transport and at Metro stations: When you hold your HSL card on a card reader, the card reader shows the ticket you purchased, the value balance and any season ticket on your card. When you hold your contactless card on a card reader, the card reader will show the ticket you purchased.

HSL app: You can see a list of all tickets you have purchased via the app, along with your purchase history. You can also download receipts for your tickets.

At service points: You can ask for information about the tickets and value balance loaded on your HSL card, as well as about any value transactions. You must present an official ID document (an official ID card, passport, driver’s license, a Kela card with photograph). 

9 Luggage and bicycles on public transport

Metro and commuter trains: Bicycles can be carried on the Metro and commuter trains free of charge at any time, provided there is room. Please use the doors marked with a bicycle symbol. Please walk your bicycle in platform areas and use lifts to move between floors. Only mobility scooters for people with limited mobility are allowed.

Buses and trams: Bicycles are not allowed on buses and trams for safety reasons. The driver has the right to refuse to take a passenger travelling with a bicycle, or to remove such passenger from a bus or tram.

However, folding bicycles can be carried on all modes of public transport if folded. Bicycles and kick bikes of children aged under 7 can be carried on buses if there is room for them in the space reserved for prams and wheelchairs. Electronic mopeds are not allowed on buses.

Suomenlinna ferry: Bicycles can be carried for an additional fee. Only mobility scooters for people with limited mobility are allowed on the ferry.

Luggage on all modes of transport: You may take regular luggage on public transport free of charge, taking into account the prohibitions mentioned in section 6.5. It is your responsibility to take care of your luggage on board. When travelling with a bicycle, stay close to your bicycle, and make sure that it does not fall or cause inconvenience to other passengers. When travelling with a pram or pushchair, make sure the pram is securely in place and does not cause danger or inconvenience to other passengers.

Pets: Pets must be on leash during the journey. If your pet causes disturbance or damage to other passengers or the vehicle, you may be removed from the vehicle.  

10 Park & Ride

Park & Ride facilities are located near stations and stops. The facilities are designed for cyclists, motorists and motorcyclists who use public transport for the rest of their journeys.

Bicycles: Parking is usually unlimited and free of charge.

Cars and motorcycles: Customers are entitled to use Park & Ride with a valid HSL ticket, except for single and day tickets purchased from a single ticket machine. There is a time limit for parking, and there are both free and paid parking lots.

Each municipality is responsible for Park & Ride within its area. In Helsinki, City Transport Ltd is responsible for Park & Ride. Check carefully which regulations apply to each Park & Ride facility before parking.

11 HSL’s liability and consumer’s obligations

11.1 HSL' liability

If there is a defect or delay in the HSL service or goods you purchased (in the physical ticket or card), you have the right to claim compensation for proven damage caused by the defect or delay, as set out in this chapter. To recover damages, you must prove the occurrence of the damage, its amount and cause-and-effect relationship, i.e. whether HSL’s error or delay caused you the damage. Generally, a service or good can be considered to be defective if its content, manner of performance and result do not conform to what can be deemed to have been agreed.

• Direct damages: You have the right to claim compensation for direct damages caused by a defect or delay in the service or goods. 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 a service. Indirect damages include loss of income or loss of the use of the service caused by a service running late.
• Indirect damages: We will compensate you indirect damages caused by a defect or delay in goods only if the defect or delay is due to our negligence. Negligence usually refers to dereliction of duty, incompetence, indifference or carelessness.
• Damages will not be awarded for annoyance or mental distress.

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

11.2 Consumer obligations

In order to be entitled to compensation for damages caused by a delay or defect, you must be able to prove the damage caused to you. The following instructions must be observed:

• Keep your ticket and any receipts: As you must provide a receipt or other reliable proof of the costs incurred, keep any tickets, receipts and other documents.
• Limit the damage: We shall not be liable for any damages which you could have avoided by your own actions. You have an obligation to act in such a way that the damages are kept to a minimum. For example, if a service is running late or cancelled, you must primarily use another mode of transport for the route in question, provided by HSL. In other words, compensation will not be payable for the cost of a taxi ride to your destination if you could have used another cheaper alternative.
• Report a defect or delay as soon as possible: You must notify HSL of a defect within a reasonable time after you discovered or should have discovered the defect. You must report a defect no later than within two (2) months of the time you discover the defect. Failure to file a complaint will result in you no longer being entitled to claim compensation.

11.3 Force majeure

We shall not be liable for a 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 our control.

In addition, 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.

12 Transfer of rights and obligations, validity of and amendments to the Terms and Conditions

You do not have a right to transfer any of your rights and obligations under these Terms and Conditions to a third party without our prior written consent. HSL has the right to transfer the rights and obligations under these Terms and Conditions to the organization to whom its tasks are transferred, in whole or in part, by law or by an agreement.

These HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions are valid until further notice. We have the right to amend these Terms and Conditions, tickets, prices, services, the scope of transport services, timetables, routes, methods of paying for tickets, methods of selling tickets and sales locations.

We will notify customers of any amendments within a reasonable time via email, the HSL app, at hsl.fi, or by some other appropriate means before the amendment takes effect. We may amend these Terms and Conditions with immediate effect during the term of the agreement if the amendment is based on a change in legislation, an authority’s decision or a force majeure (see section 11.3).

13 HSL and data protection

When you use our services, your personal data will be stored in our customer register. Your personal data is processed in accordance with these Terms and Conditions, HSL Customer Register Privacy Statement and service-specific privacy notices. HSL and its 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 require the same of our subcontractors and partners. We collect personal data about our customers 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 at any time. Customer communications we send to manage an existing customer relationship do not count as direct marketing.

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

14 Applicable law and settlement of disputes

14.1 Applicable law

These Terms and Conditions, services and goods referred to in these Terms and Conditions, service and good-specific terms and conditions as well as any agreements on services and goods shall be governed by Finnish law.

14.2 Disputes

Always contact HSL Customer Service first.

Special consumer rights:If a dispute is not settled by negotiation between the parties, you have the right to refer the dispute to the Consumer Dispute Board. Before referring a dispute to the Consumer Dispute Board, you are advised to contact Consumer Advisory Services; if you do not that, the Consumer Dispute Board may refuse to process your complaint.

15 Contact details

Helsinki Regional Transport Authority (HSL)
Business ID: 2274586-3
HSL website: http://www.hsl.fi
Street address: Opastinsilta 6 A, Helsinki
Postal address: PL 100, 00077 HSL
Telephone (switchboard): + 358 9 4766 4444
Email: [email protected]