The general terms of travel card use and travelling in Kuopio region public transport are valid as from 1 March 2015 and cover Waltti cards sold within the Kuopio region Public Transport after 1 March 2015.
The terms and conditions governing purchase of travel cards and travelling were approved by the Kuopio region Public Transport Committee on 26 February and 24 November 2016.
In case of any discrepancy in the terms and conditions between the versions in various languages, the Finnish language version shall prevail.
1. Scope of application
These terms and conditions shall be applied to Waltti travel cards, Waltti tickets and single tickets and the products loaded on them issued by the Kuopio region Public Transport Authority (hereinafter Authority) and sold after 1 March 2015 as well as their use in public transport. Continuation of customer relationship between the Authority and the customer requires compliance to these terms and conditions.
2 The rights, duties and responsibilities of the card owner and card user
2.1 Purchase of Waltti travel card
Kuopion region Public Transport Waltti travel card can be obtained from the service point of the area or from the webshop at https://kauppa.waltti.fi at a price indicated in the list of fares valid at the time of purchase.
It is the duty of the customer to study the general terms of travel card use and travelling, zones, tickets and fares of the Kuopio region Public Transport prior to obtaining a card. Purchase of a travel card creates a customer relationship between the customer and the Authority valid until terminated by one of the parties. Maintaining the customer relationship requires compliance to these terms by the customer.
2.1.1 Personal Waltti card of Kuopio region Public Transport
Personal Waltti travel card of Kuopio region Public Transport is available to all customers. However, customer identity will be controlled upon purchase of the card.
An underage person or an incompetent person can obtain a personal travel card and tickets without the consent of their custodian or guardian. However, the underage or incompetent person is responsible for complying with these terms and conditions together with their custodian or guardian. If the underage person does not have an identity card with a photograph, he or she must present reliable proof (e.g. Kela card) of their identity.
A personal Waltti travel card can be purchased also on behalf of another person upon presentation of a power of attorney given by the grantor, and identity documents of the purchaser. A power of attorney form can be picked up from a service point or printed on the website of Kuopio region Public Transport. The person acting on behalf of the grantor is not obliged to have a travel card of their own, but their personal data is also collected in the customer register. The grantor alone is responsible for complying with these terms and conditions provided that he or she is of legal age and competent.
The customer’s personal data is stored in the customer register of travel card users of Kuopio region Public Transport. The controller is the City of Kuopio. The description of file laid down in Section 10 of the Personal Data Act (523/99) is available at service points and on the website of Kuopio region Public Transport. Chapter 3.3. contains more detailed information on the customer register.
All age group specific multi-user tickets and personal tickets containing benefits based on special conditions can be loaded on the Waltti travel card of Kuopio region Public Transport. In case of a change in the user’s eligibility criteria for a special ticket the user shall update the change on their travel card at a service point. A change in age group shall be updated at a service point. In case of repeated misuse of a personal benefit, the authority shall close the travel card without reimbursement for the ticket or card price.
2.1.2. Multi-user Waltti travel card of Kuopio region Public Transport
A multi-user Waltti travel card can be obtained by a company, community or a private person. No data of multi-user card holders is collected in the customer registry.
A permanent age group is stored on a multi-user card. Age specific multi-user tickets can be loaded on a travel card. When the age group changes the customer must obtain a new card.
2.1.3 Company and community specific Waltti travel card
Company ID, name, address, telephone number, contact person and card identifiers are recorded in the customer register. The accuracy of company information is controlled by appropriate means from the business information system. The controller is the City of Kuopio. The customer company or community has the right to request from the controller access to data on the company stored in the customer register. The customer can have the data printed out at a service point.
Upon purchase of a card, information about the collected data is shown/printed out to the representative of the company or community, and they must be read and approved by the representative. The travel card is a multi-user age group specific card and different types of multi-user tickets can be loaded on it.
2.1.4 Waltti ticket
A Waltti ticket can be purchased from a service point, possibly in some of the sales points and from the online service at a price specified in the price list of Kuopio region Public Transport. Tickets that can be loaded on the card in advance are
- Single Waltti ticket
- day ticket (1-14 days)
Waltti ticket is valid from the first time it is shown to the card reader. Waltti ticket allows transfers from one bus to another.
Waltti ticket is always a multi-user ticket that cannot be redeemed.
2.1.5 Single ticket
A paper single ticket allowing travel and transfer of buses freely in accordance with the bus transfer rules determined by the Authority can be purchased on the bus. The valid travel time and zones are printed on the ticket.
2.2. Protection and service life of travel card
A five (5) year’s guarantee as from the time of purchase is given for the use of Waltti travel card of Kuopio region Public Transport. During the guarantee period, a travel card damaged without negligence of the user can be replaced with a new one free of charge at a service point. If it is established that a travel card has been damaged negligently or intentionally during the guarantee period, the user will be charged a fee for a new card in accordance with the card price list valid at the time.
After expiry of the service life of the card (currently 8 years) the card cannot be used to pay for a journey, but the remaining value can be transferred to a new card at a service point within one year. If the value is not transferred to a new card within one year, it will be written off.
The card owner or holder commits to protecting and using the travel card with care throughout the guarantee period. When the card is no longer used, it must be returned to the service point to be destroyed.
The travel card tolerates normal use. It is forbidden to make changes in the card, to multiply, cut, fold or punch holes to the card.
2.3 Examining the past travel card use
The customer may ask for information on personal travel card history containing data on purchase of specific tickets and loaded products from the past one (1) year. The customer must present an official identity document but the card is not needed.
Information about the past use of multi-user travel card is given to the card holder upon presentation of the card at a service point.
2.4 Using travel card
A season ticket loaded on Waltti travel card can be used to pay for journeys in Kuopio region Public Transport. Value loaded on Waltti travel card can be used to pay for journeys in both the home region and later also in other urban areas that have joined the Waltti system. Waltti travel card’s validity period starts from the moment it is shown to the card reader for the first time.
Use of travel card outside the home region is registered in the transaction register of both the home region and the region where the card is used.
Travelling requires a valid ticket loaded on the customer’s travel card. A person travelling without a valid ticket is charged the price of a single ticket and he or she may be ordered to pay a penalty fare. Tickets other than season tickets are subject to an additional night fare at 11 pm – 4 am payable with a value ticket or with cash to the driver in accordance with the list of fares valid at the time.
The travel card must always be shown to the card reader upon boarding the vehicle. Zone specific right to change buses is stored on tickets and their validity is controlled by showing the travel card to the card reader and, if asked, the receipt confirming cash payment of the night fare must be presented to the driver.
If the bus card does not work, the customer must ask the driver to read the information on the travel card ticket or bus transfer right with the driver’s card reader. If the driver’s card reader does not work either, no bus fare is charged. If the reason is a malfunction in the travel card, the customer must replace it as soon as possible with a new one at a service point. The customer pays for a single ticket on the bus. The customer is entitled to claim a refund at the customer service point in the council building. Potential refunds are made against receipts and documents only.
A personal ticket loaded on the travel card may be used only by the card owner, who shall verify his or her identity if asked by the driver. Persons using child or youth travel card shall present reliable proof of their age (for example Kela card) upon request of the driver.
The travel card may be used by another person in the same or lower age group provided that a multi-user ticket meeting the user criteria has been loaded onto the card.
Value loaded on the travel card can be used to pay for the journey of several people belonging to the same customer group or to a lower age group. The fare is determined by the age group of the card holder. If several people travel using the same card, the card holder must not get off the bus earlier.
The travel card is issued at a service point and it can be topped up at sales points, on buses and in the webshop.
At sales points a specific service charge is always applied to downloaded products. The applicable charges can be seen on the public transport’s website.
A travel card can be loaded with a single ticket or a combination of tickets (for example season ticket and value ticket).The validity of the ticket product on the card starts from the first time it is shown to the card reader. It is also possible to load another (identical) ticket product on a valid active card. The validity of the other ticket product begins only after the active ticket has been exhausted.
2.5 Misuse of travel card
The driver has the right to charge a person misusing a travel card the fare of a single ticket in accordance with the price list valid at the time. The inspector has the right to charge both a single ticket fare and a penalty fare.
If a passenger is travelling with a personal travel card loaded with a personal ticket belonging to and given to him or her by another person, or with a personal travel card issued to a person in a lower age group or with a company or community specific travel card issued to a person in an older age group, the driver has the right to seize the travel card from the passenger. Enquiries about travel cards that have been seized can be made at service points. Seized travel cards are forwarded to service points within thirty (30) days from seizure. An ID document is needed when the card is picked up. The card owner is responsible for loss or other damage caused by misuse of the card. Compensation is not paid for the period the card was retained.
If a multi-user card issued to a lower age group has been given for use to a person of an older age group, the driver has the right to charge the passenger a single ticket fare. The travel card remains in the possession of the passenger.
2.6 Closing lost travel cards
2.6.1 Personal Waltti travel card
A lost travel card must be reported to the service point, where it can be closed. The customer must disclose his personal identity number. For data protection reasons the loss must be reported personally at a service point or by telephone (not for example by letter, email or fax). This way the card can also be closed without delay. If the customer has several travel cards, he or she must specify, either by disclosing the travel card number or otherwise, which one of the cards is to be closed (identification based on type of ticket loaded on the card, for example). The travel card is added to a list of closed cards which is then sent electronically to the devices of transport operators.
A closed travel card can no longer be used for travelling. An attempt to use a closed travel card sets off an alarm in the card reader of the bus.
The customer can purchase a new travel card to replace the closed one and the tickets loaded on the closed travel card can be transferred to the new one. The ticket details are checked from the customer register of the travel card system. Transfer of tickets is subject to a processing fee in accordance with the price list valid at the time, and provision of a new card is subject to a card fee. The closed travel card will be cancelled. If the closed travel card is found by the customer, it must be forwarded to the service point to be destroyed. Issue of a new card and transfer of value from the old one must be made at the same time.
A travel card reported stolen is handled just like a lost card. The card fee of a lost or stolen travel card is not refunded.
2.6.2. Multi-user Waltti travel card
Use of a multi-user travel card compares to possession and use of cash money. Multi-user travel cards cannot be closed nor can the tickets loaded on them be transferred to another card. The Authority is not responsible for refunding tickets loaded on a lost or stolen multi-user card. The card fee of a lost or stolen travel card is not refunded.
2.6.3 Company and community specific Waltti travel card
Loss of a travel card must be reported to the service point where the card can be closed. The customer must disclose the company ID at the service point. For data protection reasons the loss must be reported personally at a service point or by telephone (not for example by letter, email or fax). This way the card can be closed without delay. If the customer has several travel cards, he or she must specify, either by disclosing the travel card number or otherwise, which one of the cards is to be closed (identification based on type of ticket loaded on the card, for example). The travel card is added to a list of closed cards which is then sent electronically to the devices of transport operators.
A closed travel card can no longer be used for travelling. An attempt to use a closed travel card sets off an alarm in the card reader of the bus.
The customer can purchase a new travel card to replace the closed one and the tickets loaded on the closed travel card can be transferred to the new one. The ticket details are confirmed from customer register of the travel card system. Transfer of tickets is subject to a processing fee in accordance with an effective price list and provision of a new card is subject to a card fee. The closed travel card will be cancelled. If the closed travel card is found by the customer, it must be forwarded to the service point to be destroyed. Issue of a new card and transfer of value from the old one must be made at the same time.
A travel card reported stolen is handled just like a lost card. The card fee of a lost or stolen travel card is not refunded.
2.7 Reclamations and requests for clarification
2.7.1 Damaged travel card
Waltti travel cards of Kuopio region Public Transport are given a five (5) year guarantee from the moment of purchase. During this period a travel card that has been damaged without negligence of the customer can be changed to a new one at a service point free of charge. Tickets loaded on the damaged travel card can be transferred to a new card provided that data about the products loaded on the card can be identified from the travel card register. The card number must be readable on the card or on another document containing information about the card (for example history of card transactions).
If it can be established that the travel card has not been protected with care or that it has been damaged intentionally during the guarantee period, the customer may be charged a card fee in accordance with the price list valid at the time and a processing fee for transfer of tickets to a new card.
When a card is renewed, the damaged card must be handed over to the service point to be destroyed. The card fee of a damaged travel card is not refunded. If the customer does not want to obtain a new card, the tickets on the damaged travel card are processed as needless as specified in chapter 2.7.2.
2.7.2 Return of needless tickets
If a customer returns tickets as a result of changes in their conditions of life (for example long term hospitalization, illness or unemployment), also tickets on the travel card with effect from the moment the customer was prevented from using the travel card can be taken into consideration. In such case the customer must present reliable proof of changes in their conditions of life. In case of death, tickets on the personal travel card of the deceased can be returned by next of kin or estate.
If the customer wants, he or she may return needless tickets loaded on their personal travel card to a service point. Both the travel card and an ID document must be presented at the service point. The amount to be refunded is based on the list of fares valid at the time when the ticket was loaded. The refund is made by
- paying the remaining balance of a value ticket to the customer in cash
- paying the amount of an unused season ticket to the customer in cash.
Refund of a returned ticket is always subject to a processing fee in accordance with the price list valid at the time. If value of the refund is lower than the processing fee, the ticket cannot be refunded. Tickets loaded on a multi-user travel card cannot be refunded. Employer-subsidized commuter tickets cannot be refunded, as the ticket is paid partly by the employer and partly by the employee, or by employer alone.
2.7.3 Incorrect ticket loading
Incorrect ticket loadings must be corrected immediately primarily at the loading point where the mistake was made. If the card is used after incorrect loading, the mistake can be corrected only at a service point following the instructions of the Authority.
If it is established that incorrect loading of a ticket was caused by mistake or negligence of the customer, the ticket will be treated as needless as described in chapter 2.7.2. If the incorrect loading of a ticket is due to a mistake of the service provider, the ticket will be treated as needless as described in chapter 2.7.2 but a processing fee will not be charged. Request for correction must be made within two (2) weeks from the time of loading.
When loading a ticket on the travel card, the customer must make sure that the ticket and the zone stored on it are correct. Incorrect loadings made at service points are corrected at the service point in the council building or at Kuopio Info. Refunds must be claimed within 2 weeks from the time of incorrect loading. Travel cards and tickets purchased from the Waltti webshop are subject to the terms of use of Waltti online loading service of Kuopio region Public Transport which defines that ensuring the correctness of zones and tickets are the responsibility of the customer.
The customer may be reimbursed for reasonable travel expenses (at most two (2) single tickets of Kuopio region Public Transport) incurred as a result of a mistake by the service provider.
2.7.4 Incorrect value ticket charges
Incorrect charges or charges made by mistake from a value ticket on the bus can be reloaded on the travel card or refunded in cash at a service point. When a mistake is made the customer must ask the driver for a card transaction record on which the driver marks the mistaken charge. Both the record and the travel card must be presented at the service point. It is the responsibility of the customer to ensure that the primarily used default travel zones have been stored correctly on the value ticket. Value ticket charges are based on the default travel zone stored on the card when it is shown to the card reader. On a journey extending beyond the default zone, the card is given to the driver and the driver must be told how many zone boundaries the journey will cross.
Claims for refund of incorrect value ticket charges must be made within two (2) weeks. Claims are processed at service points in accordance with instructions of the Authority.
2.7.5 Other requests for clarification and refunds
Requests for clarification of other matters related to travels cards and travelling must be made within two (2) weeks from the time when the mistake was noticed, or should have been noticed, by the customer. Requests for clarification are processed at service points in accordance with instructions of the Authority.
When a request for clarification is made, the card owner or holder must prove their identity and present appropriate documents to prove their case. If the card owner or holder is unable to visit the service point personally, they can authorize another person to act on their behalf by granting a power of attorney.
If the claim and/or complaint is accepted, the customer may be reimbursed for reasonable costs incurred as a result of the mistake in compliance with provisions of the consumer protection regulations. Refunds for unused season tickets and unused tickets can be calculated as described in chapter 2.7.2 or retroactively in case it can be established that the mistake was caused by the Authority or the transport operator
- based on the fares of value tickets valid at the time when the ticket was used
- based on the fares valid for season tickets at the time when the season ticket was loaded
If the reason for retroactive claim for refund is an unforeseen factor preventing use of the ticket (over two (2) weeks, for example long term hospitalization, illness) within a specific period during the validity time of the ticket, only claims for tickets whose transaction history can be traced (value ticket or a season ticket with the number of journeys depending on the validity period) can be processed.
The customer’s loss of value on a season ticket is calculated in the system by dividing the price of the season ticket with its length of validity and multiplying the result with the number of unused days. Refund of an activated season product is made by loading the customer’s card with value of the remaining season ticket. Refunds are not made in cash.
If the refund is based on the customer’s own mistake, negligence or prevention of use of the ticket (over two (2) weeks, for example due to long term hospitalization, illness), a processing fee is charged. If the refund is based on the service provider’s mistake, a processing fee is not charged. If the value of the compensation or refund is less than the total amount of processing fees, the tickets are not refunded and they cannot be returned.
Card fees are not refunded. Employer subsidized commuter tickets are not refunded and they cannot be returned, because their price consists of both the employer’s and employee’s share, or of employer’s share alone. There are separate refund instructions concerning extensive strike of, for example, public bus transport. Traffic disruptions such as a bus not running or not running as scheduled or running ahead or late do not generally entitle customers to refunds. Refunds are considered on a case-to-case basis upon application submitted to the transport operator.
2.8 Termination of travel card and customer relationship
A card owner has the right to terminate the use of a travel card and customer relationship at a service point at any time. In such case, the card owner must be able to verify his or her identity. When the personal travel card is returned the card owner has the right to a refund of the tickets remaining on the card. The tickets to be refunded are treated as needless as described in chapter 2.7.2.
If a person is unable to visit a service point, he or she may authorize another person to act on their behalf by granting a power of attorney. In case of death, the tickets remaining on the personal travel card of the deceased can be returned by next of kin or estate. A processing fee for ticket refunds is always charged in accordance with the valid price list of the time. Tickets cannot be refunded:
- if refund value is lower than processing fee,
- if travels cards are not returned or
- if travel card is a multi-user card.
Employer-subsidized commuter tickets cannot be refunded, because the tickets have been paid partly by the customer and partly by the employer, or by the employer alone. Card fees are not refunded.
The Authority has the right to terminate a customer relationship, if these terms and conditions are not met. To maintain customer relationship, the customer must comply with the general terms of travel card use and travelling of Kuopio region Public Transport. Customer data filed in the customer register are stored for one (1) year from termination of the customer relationship. The data filed in the register have been specified in the description of file. If a personal benefit is repeatedly misused the Authority has the right to close the travel card. In such case tickets or card fees are not refunded.
3 Duties, responsibilities and rights of the Authority
3.1 Sales of Waltti travel card
Waltti travel cards are sold by the Authority on terms described in chapter 2. Multi-user travel cards and company and community specific travel cards can be loaded only with age specific multi-user tickets. Personal travel cards can be loaded with all types of age specific multi-user tickets and personal tickets on certain conditions.
3.2 Fees and benefits
The Authority has the right to charge the customer fees in accordance with the price list valid at the time displayed at service points and in the webshop. In addition to ticket fares the fees consist of
- travel card fee
- travel card loading fee
- processing fee related to return, refund and transfer of tickets
- processing fee for other travel card related matters
Sales points, including buses, have the right to charge a fee for top up services.
The Authority has the right to change the prices. The list of service prices will enter into force at a point of time to be notified separately. Changes in the service prices are published on the website and Facebook wall of Kuopio region Public Transport and in local media.
3.2.1 Student benefits
A student ticket allows unlimited number of journeys within a validity period of 30 days starting from the moment the ticket is used for the first time. A student ticket may cover one or two zones (A and B). The ticket is sold to full time students registered in Siilinjärvi or Kuopio who study for at least 8 months as well as to foreign exchange and degree students. All educational institutions with main activity in Kuopio or Siilinjärvi or with a subsidiary in Kuopio or Siilinjärvi are eligible for the benefit. The ticket is personal and a valid student card or a certificate of studies issued by the educational institution (not older than 2 months) must be presented when the ticket is purchased. A student can have just one student specific travel card.
3.2.2 Senior benefits
A senior ticket can be purchased as a value ticket covering one or several zones. Persons over 65 are entitled to a senior ticket. The senior ticket is a personal ticket. The reduced price ticket is valid on journeys between 9 am and 2 pm.
3.2.3 Benefits pertaining to the Disability Services Act
A person accompanying a customer with disability travels free of charge in Kuopio region Transport Service. The person with disability must present either a visually impaired person’s card or a transport service card.
3.2.4 War veteran benefit
War veterans travel free of charge in Kuopio region Public Transport. If the driver requests, the war veteran must present his or her front veteran’s card.
3.2.5 School children’s benefits
A school children’s ticket is granted to school children in compliance with the Basic Education Act. The school children’s tickets are ordered by school secretaries. On certain conditions school children are entitled to two trips on school days. If the need of a school children’s card ceases in the middle of a school year, the card must be returned to the service point. If a school children’s card has been loaded with value, it can be transferred to another card without a card fee or a processing fee.
3.3 Right to use customer register and data protection
Personal details of the personal travel card owner are collected in the customer register of the travel card system, together with data of such card transactions which enable the Authority to provide customer service and ensure consumer protection of the travel card system.
The data is stored in the travel card system of the Authority. The controller is the City of Kuopio. The description of file laid down in Section 10 of the Personal Data Act (523/99) is available at service points and on the website of Kuopio region Public Transport.
Personal data based on the customer’s personal identity number are collected from the population information system maintained by Population Register Centre. The collected data is shown/printed to the customer when a travel card is purchased and it is the customer’s duty to examine and approve the data. The customer has the right to request correction of any incorrect information. Requests for correction are submitted to the controller.
The customer has the right to request access to the data collected from them from the register controller. The data can be printed out for the customer at a sales point (with proof of ID).
Customer register data can be used for direct marketing with express consent of the customer as laid down in Section 19 of the Personal Data Act. The data shall not be disclosed to third parties.
Data stored on the travel card and customer register consists of name, personal identity number, municipality of residence and home municipality, gender and user group of the card owner. Additionally, card owner’s address, card number of the returned card, and with the customer’s consent also telephone number and email address are stored, but only in the customer register. Data related to load history of the travel card and to travel transactions with tickets that have financial importance to the user are stored in the customer register. The previous (maximum of) 7 transactions are also stored on the travel card. Personal data of the customer contained on the travel card is always stored in a secured form.
All customer data can be seen only at a sales point. Customer data is kept for one (1) year from the date of termination of the customer relationship. The devices of transport operators show the driver or the seller only data stored on the customer’s travel card.
Data contained in the customer register have been listed in detail in the description of file. The Customer identification data is typically used for
- sale of personal travel card
- recording change in customer’s address and home municipality
- indentifying the owner of a lost and found travel card
- closing a lost travel card
- cancelling a travel card at the end of a customer relationship
- replacing a damaged travel card
- identifying the customer in case of refund of tickets on the travel card
- clarifying mistakes and controlling the load history and specific transactions of the travel card upon request of the customer.
The Authority has the right to use the collected customer data for digital customer communication and direct marketing with consent of the customer.
Personnel at service points with the right to update and control customer data observe strict confidentiality and professional secrecy. They may process customer data and browse through the system to check the load history and transactions as laid down in the description of file stored in the customer’s travel card only with the customer’s consent.
3.4 Limitation of responsibility of the Authority
The Authority is not responsible for the use of travel cards in services other than travelling and is not liable to compensate damages caused by other potential contracting companies.
3.5 Validity and change in terms of use of travel cards and travelling
The terms of use of travel cards and travelling of Kuopio region Public Transport are valid until further notice. The terms can be changed. If change in the terms increases the cardholder’s or card owner’s responsibilities or restricts their rights and it is not due to an amendment in legislation or decision of the Authority, Kuopio region Public Transport will notify customers with a bulletin at service points, local media and on their website. The change will enter into force on the date specified in the bulletin.