Mobile Ticket Terms of Use

1. When should I buy my mobile ticket?

You must buy your ticket and it must be on your phone before you board a vehicle or enter the Metro platform area or the Suomenlinna ferry pier. Also advance purchase tickets must be valid before boarding a vehicle or entering the platform area or ferry pier.

You need an internet connection to buy mobile tickets. Once you have bought a single or day ticket, it will be available also without an internet connection. A season ticket requires internet connection every 24 hours during its period of validity. 

If you order your ticket when already onboard a vehicle or in the Metro platform area or on the ferry pier, you may be issued a penalty fare.

2. To whom should I show my mobile ticket?

When traveling on bus, show your ticket to the driver.

On other modes of transport, show your ticket to a ticket inspector, a security guard assisting ticket inspectors or to conductor upon request.

3. What kind of tickets can I buy with the HSL app?

You can buy adult and child single tickets and day tickets as well as personal 30-day tickets for adults and students. You can expand the validity area of your season ticket by buying a zone extension ticket. You can only have one valid zone extension ticket on the app at a time. Mispurchased single, zone extension and day tickets are not refunded. Single and day tickets are always application-specific and cannot be transferred to another phone. If you change phones, you can transfer your personal season ticket to the new phone.

70+ passengers can buy single and zone extension tickets at half the adult fare between 9am and 2pm. To verify your age, you must strongly authenticate with your online banking credentials or mobile ID. You can buy multiple simultaneously valid discount rate single tickets. Please note that all those for whom you buy a discount ticket must be 70 years of age or over. If you want to buy a ticket for someone who is under 70 years of age, you can change the customer group ‘Adult 70+’ to ‘Adult’ on the app. If a passenger traveling with a 70+ discount ticket is not 70 years of age or over, a ticket inspector may issue him/her with a penalty fare.

You can buy adult 30-day season tickets as one-off purchase or you can opt for an auto-renewing subscription, in which case the ticket is valid all the time.

Also residents of the neighboring municipalities can buy season tickets using the app. HSL has signed agreeements with several Helsinki region neihboring municipalities, allowing residents of these municipalities to buy HSL area tickets at the same price as permanent residents of the HSL area. HSL has agreements with Hanko, Hausjärvi, Inkoo, Karkkila, Lohja, Mäntsälä, Nurmijärvi, Pornainen, Porvoo, Pukkila, Raasepori and Vihti.

To buy a 30-day season ticket, you must strongly authenticate with your online banking credentials or mobile ID.

Mobile tickets are not valid for Park & Ride.

4. Why do I have to strongly authenticate to buy a 30- day pass?

Strong authentication allows us to verify your home municipality, which is one of the factors that determine the ticket price. For example, strong authentication allows you to potentially buy a subsidized season ticket.

If you change phones or your phone is broken, stolen or lost, strong authentication allows you to transfer a valid season ticket to your new phone.

5. Student ticket and electronic verification of student enrollment

The right to study and its duration affecting the entitlement to student discount on 30-day tickets purchased on the app are verified electronically from the Koski service of the Finnish National Agency for Education. HSL uses the information for automated determination of student status. HSL does not store personal data disclosed from the service, but the data is utilized in the process to determine the customer’s student status, i.e. whether the customer is a student or not.

University, high school and vocational school students aged 18 or over can buy student tickets on the app. The student discount criteria are the same as for tickets bought on the HSL card. The upper age limit for student tickets was removed with the introduction of the new zones. The student discount criteria are the same as for tickets bought on the HSL card. The age limit for student tickets was removed with the introduction of the new zones. Student tickets are granted to full-time students who are permanent residents in the HSL area. The student discount is 45 per cent on adult rates. The eligibility criteria are explained in detail during ticket purchase.

As the student enrollment information is not always available electronically, in some cases it might not be possible to buy a student ticket on the app. In such case, the customer can visit a service point to get the discount ticket.

The student agrees to the student discount criteria and the Terms of Use of the ticket on the app.

Only 30-day student tickets are available on the HSL app. Students can purchase zone extension tickets to their season tickets at adult rates.

6. Can I make changes to a 30-day ticket I’ve bought or get a refund?

You cannot change the fare zone of a 30-day ticket you have bought nor its period of validity, nor convert it into value. In addition, you cannot give a personal season ticket to another person.

To have an incorrectly purchased 30-day ticket refunded, you must visit an HSL service point in person within two weekdays of the purchase. Refunds are available for 30-day tickets purchased for the wrong travel zone or for wrong dates, in the latter case, provided that the ticket is not yet valid. The wrong seasonticket is cancelled, the price is automatically returned to your payment card and you are charged the price of the days you have used. Any single tickets you might have purchased will not be refunded. A processing fee of 6 euros is charged for refunds. After the refund, you can buy a new season ticket on the app. Mispurchased single, zone extension and day tickets are not refunded.

If your new place of residence, work or study is located outside the HSL area, any season ticket remaining on the HSL app can be refunded to you. The season ticket is cancelled, the full price of the ticket is returned to your payment card and you are charged the price of the days you have used. You must submit a statement of the reason for refund, such as a notification of move or a certificate from your educational institution or employer. A processing fee of 6 euros is charged for refunds. In the case of auto-renewing saver subscription you will also get an invoice with the cancellation fee.

If your new place of residence, work or study is located within the HSL area and your valid season ticket does not cover your new travel area, the season ticket remaining on the HSL app can be refunded to you from the date your place of residence, work or study changed. The season ticket is cancelled, the full price of the ticket is returned to your payment card and you are charged the price of the days you have used. You can then buy a ticket that suits you. You must submit a statement of the reason for refund. A processing fee of 6 euros is charged for refunds. In the case of auto-renewing saver subscription you will also get an invoice with the cancellation fee.

In other cases, 30-day tickets are refunded only in so-called force majeure cases, such as:

  • a public transport strike
  • hospitalization
  • death

You can apply for a refund at an HSL service point. Please bring with you the relevant certificates to request a refund. No processing fee is charged for strike refunds. For other refunds, there is a processing fee of 6 euros.

In force majeure cases, refunds are issued at HSL service points as ticket codes. You can use the code to obtain a new, corresponding ticket via the HSL app (same zone, same customer group). In case of death, we will issue the refund to the estate bank account via our feedback system. The code ticket is valid for one year from the moment of refund. The ticket code will not be refunded again.

7. Auto- renewing subscription – debits, cancelling and refunds

Season tickets are also available on a subscription basis, in which case the ticket is valid until further notice and the price of the ticket is debited from your payment card every 30 days.

To set up an auto-renewing subscription, you need to accept the ticket terms of use and activate the subscription. The first payment will be charged to your card when you activate the subscription. You can set the ticket validity to start within up to 60 days.

The payment for the next 30-day period will be charged to your payment card two days before the expiry of the previous 30-day period. If we are unable to debit your card, we will try to debit your card three times, after which, if the debit fails, your subscription will terminate at the end of the paid period. The payment card holder must ensure that the card has enough credit on it to cover the next payment. If the payment fails, an error message will appear in the app and you will receive an email asking you to check your payment card details. You can change the payment card in the app. The app will notify you before your next payment is due.

You can terminate your subscription at any time. Your season ticket will be valid until the end of the paid period. If you want to terminate your subscription, you must do it before the next payment, i.e. at least two days prior to the end of the paid period.

Examples:

1) Your auto-renewing subscription is activated on 19 September and it is terminated on 1 October. Your season ticket is valid until the end of the current 30-day period, i.e. until 18 October at 04.30 am.

2) Your auto-renewing subscription is activated on 19 September and it is terminated 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 at 04.30 am.

3) Your auto- renewing subscription is activated on 19 September and it is terminated on 18 October at 8am. In this case, the payment for the next period has already been charged at 04.31am on 16 October and the season ticket will be valid until 16 November at 04.30 am, after which the subscription will end.

You cannot change the fare zone of a valid auto-renewing subscription. However you can change the zone for the next ticket before the payment for the next 30-day period. The new zone will take effect after the current subscription has ended. You cannot have two valid season tickets at the same time.

Other ticket refund terms are set out in section 6. The ticket price is charged in accordance with your current home municipality, the current tariff and VAT. Changes to the tariff are based on decisions made by the HSL Board. We will inform customers about any changes to the prices.

8. Auto-renewing saver subscription – debits, cancelling and refunds

An auto-renewing saver subscription is the most economical option if you let the subscription run for at least 360 days. The ticket is charged to your payment card every 30 days. If you cancel your subscription before the 12th payment, you must pay a cancellation fee.

You can purchase a subscription via the app and it will run until terminated. You can set the validity of the first 30-day period to begin from the first payment, or within up to 60 days from the payment. However, the first payment is charged immediately and the subscription will take effect. The next payments are automatically charged to the designated payment card every 30 days.

You can terminate the subscription before the payment for the next 30-day period, however at least seven days prior to the end of the paid period. You can terminate the subscription on the app.

If you terminate your subscription before the 12th payment (i.e. before the 360-day period is up), you must pay a cancellation fee of €29 (AB, BC, D) or €39 (ABC, CD, BCD, ABCD).
If you terminate your subscription later, i.e. after the 360-day period is up, no cancellation fee is charged.
The cancellation fee will be charged by invoice.
You can change the validity area of your ticket on the app before the payment for the next 30-day period, however at least seven days prior to the end of the paid period.

If you have accidentally purchased a ticket for the wrong zones or for wrong start dates, your subscription can be cancelled at a service point within two days from the moment you set up the subscription, without the cancellation fee. The full price of the paid period is returned to your payment card and you will then be charged the price of the days you have used. In addition, a processing fee of €6 will be charged. 

You can get a refund for your season ticket due to a public transport strike or hospitalization. Refund is paid for the days you have been unable to use public transport due to the strike or hospitalization. To get the refund, you must visit an HSL service point within two months from the end of the strike or hospitalization. The refund is paid to your bank account. You must present a certificate of hospitalization.

In case of death, a subscription can be cancelled without cancellation fee. The subscription is cancelled at an HSL service point. Refund is paid to the estate’s bank account from the date of death. A processing fee is charged for the refund.

Moving? Please check point 6

If we are unable to debit your card, we will notify you of this in the app and by email for the first time seven days before the end of the 30-day period. You have seven days to transfer money to your account or to replace the payment 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 seven days.

If we are unable to debit your card within the seven days, your subscription will be terminated and we will send you an invoice for the cancellation fee by mail. The invoice will be due within 14 days of the termination. We will notify you of the cancellation by email.

If we do not receive payment for the cancellation fee by the due date, we will send a payment reminder and a new invoice for the cancellation and processing fees, with a €5 reminder fee. The invoice is due within 14 days of issue. If we do not receive payment for this invoice, it will go to collection.

9. How do I control a minor’s purchase of mobile tickets?

Children under 15 years of age need the consent of a parent or guardian to use the app. If the HSL app is on a minor’s phone, parents can set a daily purchase limit for single and day tickets in euros.

10. Can I use the HSL app to buy tickets for several passengers?

If tickets are bought for several people on the app, the person with the tickets must remain onboard until the end of the journey.

11. How do I pay my tickets on the HSL app?

You can pay your tickets by card or have them charged to you phone bill. In terms of employee benefits, only Edenred is currently accepted as a means of payment. You can use Edenred only to pay for your personal tickets. When buying a ticket, the balance must be sufficient to cover the full ticket price. If you use mobile payment, operators transmit your mobile phone number to HSL for billing. When you start using the app, we ask for your phone number in order to be able to help you with any problems with single and day tickets.

The app uses payment service provided by Poplatek Payments Oy. The app recognizes you and when you are paying a product, offers you the payment cards you have stored in the payment service. Tickets valid until further notice are paid using the payment service. Your credit card is charged automatically for the subscription period. The information stored in the payment service include the credit card number and expiry date. Payment card details are not stored in the app.

12. Are my card details safe?

HSL controls the data stored in the service. We use the data only for the purposes of providing card payment on the app. If you store your payment card details in the service, you will be able to use the card for future payments until its expiry date.

Your card details are safe. Your card information is transmitted over a secure encrypted connection and stored in a secure PCI DSS compliant environment.

13. What if my card is misused?

HSL and Poplatek Payments shall not be liable for any unauthorized transactions on your card. If your card is used without your authorization, contact your bank.

14. Can these Terms of Use be amended or updated?

If we update these Terms of Use, we will notify you about it via the app.

 

Travel Conditions

1. What is HSL’s operating area?

HSL’s operating area consists of nine municipalities: Helsinki, Espoo, Kauniainen, Vantaa, Kerava, Kirkkonummi, Sipoo, Siuntio and Tuusula.

2. What are my responsibilities as a passenger?

Your responsibility is to make sure you have a valid ticket accepted by HSL that covers the entire travel zone. Your phone must have sufficient battery charge for the duration of youe journey. Ticket inspectors are entitled to charge a penalty fare if your ticket cannot be checked on your phone.

If you use a mobile ticket, you must ensure that the ticket has arrived on the app and that it is valid before you board the vehicle or enter the Metro platform area, the Suomenlinna ferry pier, the Helsinki Central Railway Station’s platform area when VR’s gate collection is being used or at night in the Kamppi bus terminal.

Your responsility is to find out which ticket you need for your journey. For journeys accross zone boundaries, you need a ticket that covers the entire journey, for example, an ABC ticket if you travel through all these zones. Internal tickets for two different zones cannot be combined for one journey. For example, you cannot combine AB and BC single tickets.

If you are traveling from the HSL area to outside the HSL area or vice versa, you need a ticket that is valid for the entire journey. However, you can use VR’s season and multi-journey tickets together with HSL tickets. These two tickets must together cover the entire journey.

Mobile tickets are not valid for Park & Ride.

3. Where can I buy mobile tickets?

You can pay your fare buy buying a ticket via the HSL app downloaded on your mobile phone. The app is available from the app store of your selected operating system free of charge.

4. To whom should I show my mobile ticket?

When traveling on bus, show your ticket to the driver. The driver may ask you to show the ticket inspection display.

On other modes of transport, show your ticket to a ticket inspector or conductor upon request.

5. What if my phone is not working?

You must ensure that the time on your phone is correct, the app is running and that your phone has sufficient battery charge to be able to display the ticket to the bus driver, ticket inspector or conductor. 

If you do not get the ticket you ordered due to technical issues in the ticketing system or with your mobile operator, you must buy a ticket by other means before starting your journey. In the case of a system failure that prevents you from reasonably obtaining a suitable ticket for your journey, the penalty fare may be omitted. However, the ticket inspector will charge you a single fare. Single tickets sold by ticket inspectors are not redeemed or refunded.

6. What if I do not have a ticket?

If you travel without a valid ticket, a ticket inspector may issue you with a penalty fare. You may also be issued with a penalty fare if you buy your ticket too late. In addition, you will be charged the price of an inspector ticket or a single ticket.

 

Ticket inspection

HSL is responsible for ticket inspection on public transport in the Helsinki region and on train services in the whole of Finland. Ticket inspectors control, for example, that

  • Passengers have valid tickets for the correct customer group.
  • Personal season tickets are used appropriately by the right person
  • Mobile tickets have been received before boarding a vehicle or entering the platform area or pier.
  • Your ticket is valid in all the zones you travel through. A zone extension ticket and your season ticket together cover the entire travel area.

Penalty fare

Ticket inspectors are entitled to charge a penalty fare in accordance with the Act on Public Transport Penalty Fares.

You may also be issued with a penalty fare if you buy your ticket too late.

In addition, passengers traveling without a valid ticket are sold a single ticket with transfer or a value ticket

Inspection of mobile tickets

Passengers must show the ticket display and the ticket inspection display to the tickets inspector. To access the ticket inspection display, press “Ticket inspection“. If you are in the “Unable to display the ticket” mode, you can access the ticket inspection mode by tapping the “Ticket inspection” button.

The inspector will verify the ticket’s validity both visually and by reading the QR code embedded in the ticket inspection display on their inspection unit.

If your phone runs out of battery, your ticket cannot be inspected. You must present the ticket’s ID information so that the ticket inspector can check the ticket reliably.

A penalty fare will be issued and the price of a single ticket collected in the following cases:

  • The passenger refuses to show their ticket’s ID information.
  • Your phone is out of battery.
  • The ID information is incorrect or missing.
  • The ticket is not valid.
  • The ticket has been ordered too late.