The Vilkku travel and ticket terms and conditions for public transport in the Kuopio region apply to public transport journeys and tickets organized by Vilku. Vilku provides public transport in the Kuopio region. Vilku's operating area covers two municipalities: Kuopio and Siilinjärvi. In addition to its area of operation, Vilkun's ticket system is also used in some of the market-based transport services organized by the ELY Center in the region.
Customers using public transport journeys and services provided by Vilkun are responsible for familiarizing themselves with these terms and conditions and acting in accordance with them. These terms and conditions are valid from August 21, 2025, and replace the previous general travel card and travel terms and conditions. The terms and conditions are subject to change. The currently valid payment terms and additional information about travel tickets are available at vilkku.kuopio.fi.
If there are differences in interpretation between the terms and conditions in different languages, the Finnish terms and conditions shall prevail.
Terms and their explanations
Customer service is Vilku's customer service point, which has the rights to load, sell, and distribute all Vilkku tickets and to process settlement requests.
Customer registers are registers maintained by Vilkku for the payment system and customer service. The City of Kuopio acts as the controller of the data collected by Vilkku.
A benefit ticket is a personal ticket product that is issued under certain conditions and includes special benefits, such as a student season ticket, an employee ticket, or a school transport ticket.
A holder-specific Waltti card is a travel card sold to individuals, companies, or organizations, onto which holder-specific tickets can be loaded. No information on purchasers of holder-specific travel cards is collected in the customer register, and the card cannot be blocked or replaced if lost. A holder-specific card is suitable for shared use, for example by a company or family.
The ticket product is defined for a specific age group, and the ticket can be used by anyone in the same or lower age group.
A personal Waltti card is a travel card sold to customers, which can be loaded with age-based tickets specific to the cardholder, as well as personal tickets with special benefits granted under certain conditions. Customer information is stored in the Kuopio travel card system's customer register.
A personal ticket product is a ticket that includes special benefits granted under certain conditions, such as a student season ticket, an employee ticket, or a school transport ticket.
The price cap is a feature related to contactless payment, where the back-end system calculates the cheapest ticket for the customer based on trips made during a certain period.
A cardholder is a person to whom a personal, holder-specific, or company/community-specific Waltti card has been issued for use.
Card history is a list of the most recent ticket purchases and certain events related to Waltti cards.
Public transport in the Kuopio region is the responsibility of the public transport and passenger transport unit, which is part of the City of Kuopio organization and is located in the urban environment service area. The unit plans the public transport zones, route networks and timetables for public transport in the Kuopio region, orders and, if necessary, puts out to tender public transport operators, maintains payment and ticketing systems, and plans and implements public transport communications and marketing. Public transport in the Kuopio region is known as Vilkku.
A ticket machine is a reader device in a means of transport that reads travel cards, QR codes, or contactless payments. A QR code reader is a reader in a ticket machine that reads travel tickets, QR single tickets, or event tickets from mobile devices.
A MaaS service provider is an operator that provides public transport travel rights, i.e., offers MaaS (Mobility as a Service) services.
A point of sale or reseller is a reseller of public transport in the Kuopio region with a limited selection of tickets.
A service provider is a transport operator, reseller, or other entity that has entered into a service agreement with the Kuopio region public transport system.
An exceptional journey is a journey that deviates from the ticket's default zones and can be paid for with a travel card voucher. An exceptional journey is selected on the ticket machine display.
Waltti Shop is an online store for tickets that can be loaded onto travel cards. At Waltti Shop, you can order a travel card, purchase value, season, and discount tickets, and check your travel card balance.
Waltti card is a collective term for personal, holder-specific, and corporate travel cards. The card is also referred to as a travel card.
The Waltti single-use card is a lightweight cardboard card that can be used for certain holder-specific day tickets.
A company card is a travel card created with the company's details.
Waltti bus card
The Waltti card is a rechargeable card that you can use to purchase tickets and credit for use on public transport in the Vilkku area. The Waltti card can be personal or holder-specific. You can purchase the card from service and sales points and from the Waltti store. A card fee is charged for the card in accordance with the current price list.
The Waltti card is valid until further notice or until we renew the Waltti cards or discontinue the travel card system. If you use the Waltti card in violation of these terms and conditions, the card may be taken away from you or the card may be closed.
The back-end systems of the Waltti card and Vilku mobile applications are not connected to each other. This means that you cannot currently use Waltti card tickets or the value loaded onto the card in the mobile application.
Personal Waltti card
- Anyone can obtain a personal Waltti card. The customer's identity will be verified when purchasing the card. A personal Waltti card can also be purchased for another person. In this case, a power of attorney must be presented by the person for whom the card is being purchased.
- A minor or a person without full legal capacity can be sold their own travel card without the consent of a guardian or trustee.
- A personal Waltti card can only be used by the cardholder and may not be transferred to another person.
- Your customer group is stored on the card, which determines which customer group's tickets you can purchase with your card.
- A personal Waltti card cannot be changed to a holder-specific card.
Multi-user Waltti card
- A multi-user Waltti card can be used by anyone belonging to the customer group stored on the card.
- The card is suitable for shared use, for example by a company or family.
- A multi-user Waltti card cannot be changed to a personal card, nor can its age group be changed.
Company card
- The Waltti card can be obtained by companies or organizations with a business ID.
- The card is specific to the holder and age group, and ticket types specific to the holder can be loaded onto it.
Waltti single-use card
- Single-use cards are only available from service points.
- The card can be loaded with daily tickets valid for 1–7 days.
- Single-use cards are personal and non-refundable.
Lost Waltti card
Personal Waltti card: You can report your lost personal card to the blocking list. You do not need to know your Waltti card number; your personal identification number is sufficient. Holder-specific Waltti cards cannot be blocked.
You can report your Waltti card to the blacklist in the following ways:
- By calling customer service at 017 185 044
- At service and sales points
A Waltti card that has been added to the blacklist cannot be used for travel, tickets cannot be loaded onto it, and it cannot be removed from the blacklist. The remaining period and/or value of a Waltti card that has been added to the blacklist can be transferred to a new Waltti card at a service point. The remaining period will be loaded onto the new Waltti card from the date you visit the service point. The card fee for a lost Waltti card will not be refunded. A processing fee in accordance with the price list will be charged for the transfer, and a card fee will be charged for the new Waltti card. Tickets on holder-specific travel cards cannot be transferred to another card.
Loading and using value with the Waltti card
You can load value (max. €500) onto your Waltti card at Waltti stores, service and sales points, and third-party top-up points. After loading the value, you can use your Waltti card to pay for tickets with a ticket machine when traveling on Vilku transport. When sold, a default journey is set on the Waltti card, based on which the ticket machine charges the price of the journey. For journeys that differ from the default journey, the zones to be traveled are selected on the ticket machine before payment.
If the reader in the vehicle is not working, the passenger must ask the driver to check the ticket information or transfer rights on the travel card using this device. If the driver's device is also not working, no fare will be charged for the journey. If the fault is with the travel card, the customer must replace the travel card with a new one at a service point as soon as possible. The customer pays a single fare on the bus and is entitled to a refund.
Defective Waltti card or cardboard Waltti single-use card
You can exchange your non-functional or otherwise defective Waltti card for a new one at a service point. The unused period and/or value of the defective card can be transferred to the new card from the moment you visit the service point.
Unused days on a non-functional or otherwise defective cardboard Waltti single-use card can also be transferred to a new card. Unused days on a physically damaged cardboard Waltti single-use card will only be refunded if the damage to the card was caused by Vilkku.
You are responsible for taking good care of your card. The travel card is designed to withstand normal conditions of use. The card must not be altered, duplicated, cut, folded, perforated, or broken.
If the Waltti card or cardboard Waltti single-use card is defective due to Vilkku, the customer may be reimbursed for reasonable travel expenses (up to two (2) single tickets for public transport in the Kuopio region) caused by the service provider's error if:
- the card stops working due to a technical fault or physical defect,
- you have incurred additional costs as a result, and
- the conditions specified in the section "Vilkku's responsibility and consumer obligations" are met.
The Waltti card or cardboard Waltti single-use card is defective or broken due to your actions: We will charge a processing fee for transferring the value and/or period to a new card and a card fee for the new Waltti card. We will not refund any unused days on a cardboard Waltti single-use card.
Termination of travel card and customer relationship
Cardholders have the right to terminate their travel card and customer relationship at any time by contacting customer service. Proof of identity must be provided. If a cardholder returns their personal travel card, they have the right to redeem the tickets on the card. Redeemable tickets will be treated as unnecessary.
If you are unable to visit customer service in person, you can authorize another person to handle the matter on your behalf by means of a power of attorney. In the event of death, any tickets remaining on the personal travel card can be redeemed by the customer's next of kin or estate.
Vilkku has the right to terminate the customer relationship if the terms and conditions of the customer relationship have not been fulfilled. In order to maintain the customer relationship, the customer must comply with Vilkku's travel and ticket terms and conditions.
Tickets and purchasing them
Ticket sales locations
You can purchase public transport tickets from the following sales outlets:
- From Waltti stores
- From the Waltti app
- From service and sales points and third-party additional charging points
- From MaaS service providers
- From public transport
No separate service fee is charged in the Waltti app, Waltti store, or on public transport. Other sales outlets and service points may charge a service fee in addition to the ticket or value price for purchasing a ticket and loading value or a season ticket.
Tickets sold at sales outlets are listed by ticket type in the section “Ticket types.”
Ticket payment methods
- Waltti in stores and service points: Payment methods specified in the sales channel.
- Waltti app: Phone bill, most common payment cards, selected mobile payment methods, and selected commuter benefits.
- Sales outlets and third-party top-up points: payment methods accepted by sales outlets.
- MaaS service providers: payment methods accepted by the service provider.
- On public transport: most common payment cards with card readers, cash from the driver.
With a commuter benefit, you can only pay for tickets for your personal use..
Ticket types
Single ticket
You can change your mode of transport within the ticket exchange period:
- AB tickets 60 minutes
- Other zones 90 minutes
Tickets purchased with contactless payment always have a transfer time of 60 minutes. Single tickets purchased between 11 p.m. and 4 a.m. are subject to a night shift surcharge in accordance with the valid fare.
Certain customer groups are entitled to purchase single tickets at a reduced price. For more information on discount groups, see “Discount groups and the right to travel without a ticket.”
You can purchase a single ticket
- In the Waltti app: You need an internet connection to purchase a ticket. If you purchase a ticket as an unregistered user and delete the app from your phone, you will lose any valid single tickets.
- With credit loaded on your Waltti card: If you pay for your ticket with credit loaded on your Waltti card, the card must have at least the value of the ticket price. Purchase a credit ticket from the ticket machine when you board the vehicle.
- Contactless payment at the ticket machine: Purchase an electronic single ticket with your payment card using contactless payment at the ticket machine when boarding the vehicle. Only single adult tickets can be purchased with contactless payment. Please note that the ticket machine does not print a ticket or receipt; your payment card serves as your ticket. If you need a receipt, you can get one from the contactless payment portal on the Vilku website.
- With cash from the driver: If you buy a ticket with cash from the driver when boarding the vehicle, you will receive a receipt that also serves as your ticket. A QR code is printed on the ticket, which is used to verify transfers with the reader.
- From a MaaS service provider: Single tickets are available from some MaaS service providers.
Day ticket
With a day ticket, you can travel without restrictions on Vilku's vehicles in your chosen zones during the ticket's validity period.
You can purchase a day ticket::
- In the Waltti app: A day ticket is valid for 1–3 days, depending on your choice. The ticket becomes valid from the moment of purchase. You need an internet connection to purchase a ticket. If you purchase a ticket as an unregistered user and delete the app from your phone, you will lose any valid tickets.
- On a paper Waltti single-use card: A day ticket is valid for 1–7 days, depending on your choice. The ticket becomes valid when you use it for the first time by showing it to the ticket machine.
- From a MaaS service provider: Day tickets are available from some MaaS service providers.
Season ticket
With a season ticket, you can travel on Vilku's public transport within your chosen zones during the ticket's validity period. Depending on the ticket product and sales channel, season tickets are valid for 30 days, 90 days, 180 days, or 360 days.
Certain customer groups are entitled to purchase season tickets at a reduced price. For more information on discount groups, see “Discount groups and the right to travel without a ticket.”
You can purchase a season ticket in the following ways:
- Waltti card at service and sales points and additional charging points.
- Waltti app: You must register with the app before purchasing a ticket. You need an internet connection to purchase a ticket. If your phone is replaced, broken, stolen, or lost, you can transfer a valid season ticket purchased in the Waltti app to your new phone by logging into the app with your new phone.
- From a MaaS service provider: Season tickets may be available from some MaaS service providers.
Changing the travel zone on a season ticket
You cannot change the travel zone of your season ticket during the season ticket period. However, you can return your season ticket in accordance with the terms and conditions (see section: "Returning tickets that are no longer needed") and then purchase a season ticket for a new travel zone.
Changing the customer group for a season ticket
You cannot change your season ticket customer group during the season ticket period. However, you can return your season ticket in accordance with the terms and conditions (see section: "Returning tickets that are no longer needed") and then purchase a season ticket with your new customer group.
Refunding a ticket
Right to compensation
In certain situations, we may issue a refund for your ticket, i.e., refund the price of your ticket to you in cash, as a discount code, or as a new ticket product. You can find the refund policies for each ticket type below. In addition, the general refund conditions described in this section apply.
Refunds are primarily made according to the payment method used for the ticket product. Refunds for ticket products can be made as follows:
- Cash ticket refunds at service points
- Mobile ticket refunds according to the payment method used, either as a ticket refund or in cash at service points
- Contactless payments as a refund or in cash at a service point
- Waltti card season tickets and value products as a credit, discount code for a new ticket product, refund according to the payment method, or in cash at a service point.
Return of tickets as unnecessary
Customers can return unnecessary tickets loaded onto their personal travel cards at their own request. The refund value is calculated according to the fare valid at the time the ticket was loaded.
When visiting a service point, customers must have their travel card and ID with them.
A valid season ticket will be refunded by loading the remaining value of the season ticket onto the customer's card, providing a discount code for the purchase of a new season ticket for the corresponding amount, or as a cash refund.
A processing fee in accordance with the valid price list will always be charged for refunds. If the value of the refund is less than the processing fee, the tickets cannot be refunded. Tickets loaded onto a personal travel card cannot be refunded. Employee travel tickets or tickets sold against a payment commitment cannot be refunded.
Incorrect charges
Incorrect charges or extra ticket purchases made in error can be refunded to the customer. In the event of an error, the customer must keep any receipts. Refunds will primarily be made in accordance with the ticket payment method, as described in the section "Right to a refund."
A request for correction must be made within one (1) month of the customer discovering the error or when they should have discovered it.
Incorrect ticket purchases
Incorrect ticket purchases will primarily be corrected at the download point where the error occurred. If this is not possible, the correction request will be handled by Vilku's customer service. If the incorrect ticket purchase is due to the customer's own error or negligence, the ticket will be treated as unnecessary.
The correction request must be made within one (1) month of the customer noticing the error or when they should have noticed it. If the incorrect ticket purchase is due to an error by the service provider, the ticket will be treated as unnecessary, but no processing fee will be charged. If the correction of the error requires a visit to customer service or a point of sale, reasonable travel expenses incurred due to the service provider's error may be reimbursed (up to two (2) single tickets for public transport in the Kuopio region).
Instructions for applying for a refund
Refund applications are processed at the Vilku service point. Refund applications can also be submitted electronically via the Vilku feedback service. Refund applications are processed on a case-by-case basis.
If you are unable to visit the service point yourself, another person can handle matters related to your Waltti card on your behalf with a power of attorney. You must prove your identity when visiting the service point.
All refunds are made according to the price list valid at the time of purchase. The refund will be paid when the change or cancellation is made.
A processing fee will be charged for refunds, changes, or cancellations made at the service point. If the reason for the refund is due to an error by the service provider, no processing fee will be charged.
Tickets paid for with a commuter benefit cannot be refunded in cash. If you have paid for a ticket in full or in part with a commuter benefit or other benefit you have received, and the benefit provider has terminated the use of the Vilkku service, you are not entitled to a refund if you cancel the ticket.
Refunds must be requested within one (1) month of the reason for the refund arising.
If you have purchased your ticket from another ticket agent, i.e. not from Vilku but from a MaaS service provider, for example, you must settle any ticket issues and refunds with that agent.
Special circumstances of the customer
In special circumstances, we may issue a retroactive refund for your season ticket if you have been unable to use it due to an unexpected change in your life situation and continuing with the agreement would lead to an unreasonable situation. Such special circumstances may include, for example:
- hospital treatment,
- transfer to institutional care,
- permanent relocation of residence, work, or study away from the area,
- death, or other compelling reasons comparable to the above situations, which would make continuing the agreement unreasonable.
The loss of value of the season ticket incurred by the customer is calculated in the system by dividing the price of the season product by the length of the season product and multiplying the result by the number of unused days. The credit for the activated season ticket is made by loading the remaining value of the season ticket onto the customer's account, providing a discount code for the purchase of a new season ticket for the corresponding amount, or as a cash refund.
You can only receive a retroactive refund for the period during which you can reliably prove that you were unable to use your season ticket. A processing fee will be charged for the refund. If the refund is less than the processing fee, the tickets will not be refunded and cannot be returned. The instructions for applying for a refund in the section "Ticket refunds" apply to refunds.
In special circumstances, a refund must be applied for within six (6) months of the reason for the refund arising.
Other special situations, such as strikes or traffic disruptions
We will draw up compensation guidelines and terms and conditions for strikes or other special situations that have a widespread impact on public transport services or their use on a case-by-case basis and publish them on our website.
A traffic disruption, such as the cancellation of a single service or a deviation from the planned timetable, does not automatically entitle the passenger to a refund of the ticket price. Refunds may be paid on a case-by-case basis at our discretion.
Compensation must be claimed within one (1) month of the reason for compensation arising or in accordance with the guidelines and conditions published separately in special situations.
Discount groups, schoolchildren, and the right to travel without a ticket
Discount groups
Students, children, young people, and seniors aged 65 and over can purchase Vilku tickets at a discounted price. Discounted tickets can be purchased for all zones. Please note that discounts are not available for all ticket types.
The customer group entitling you to the discount must be valid when purchasing the ticket. You must ensure that you have the correct customer group on your Waltti card and in the Waltti app, as this determines the price of the ticket.
For more information on the different discount groups and a more detailed description of the conditions for discount eligibility, please visit the Vilku website.
Students
Full-time students who meet the criteria for student discounts can purchase value, mobile, and season tickets at a discounted price. In addition, some students are eligible for separate school travel subsidies. The right to a discount must be valid when purchasing the ticket.
You can purchase discounted season or single tickets with the Waltti app. For the Waltti app, the right to a discount is verified electronically.
You can also purchase discounted season or single tickets with a Waltti card. To receive the discount, the card must have a valid student customer group. The customer group can be updated electronically at the Waltti store or at a service and ticket sales point. The student customer group is granted for a maximum of one academic year at a time.
A service fee in accordance with the current price list will be charged for updating your customer group at a service and ticket sales point. To be eligible for the discount, you must have a valid student card or a study certificate that is no more than three (3) months old.
No discount is granted on day tickets.
Young people aged 17–19
Young people aged 17–19 can purchase single-journey tickets and season tickets at a discounted price. The discount is approximately 30% of the corresponding adult ticket price. To purchase a youth ticket, you must be under 17–19 years of age at the time of purchase.
The discount is available with a personal or holder-specific Waltti card. The discount is stored on the Waltti card at the service point.
No discount is given on day tickets.
Children aged 7–16
Children aged 7–16 can purchase tickets at a discounted price. The discount is approximately 50% of the price of a corresponding adult ticket. To purchase a child ticket, you must be under 17 years of age at the time of purchase. Single-journey and season tickets for children can be purchased with a Waltti card, and single-journey tickets can be purchased with Waltti Mobile.
Children under the age of 7 do not need a ticket on public transport organized by Vilku (see “Right to travel without a ticket”).
Customers aged 65 and over
Customers aged 65 and over can purchase discounted tickets. The discount is approximately 40% of the price of a corresponding adult ticket and is valid between 9 a.m. and 2 p.m. When traveling at other times, the normal adult price will be charged.
You can purchase discounted single tickets with the value loaded on your personal Waltti card. The discount entitlement is stored on the Waltti card at the service point.
No discount is granted on day tickets or season tickets.
Schoolchildren
Schoolchildren are issued with school tickets in accordance with the Basic Education Act. School cards are ordered through school secretaries. Under certain conditions, schoolchildren are entitled to two trips on school days. School tickets are valid for a fixed period during the school year on school days.
The right to travel without a ticket
The following customer groups are entitled to travel without a ticket on Vilku's vehicles:
- children under 7 years of age
The following customer groups are entitled to travel without a ticket on Vilkku transport on lines 1-40:
- An escort and a child when the child is transported in a pram or stroller. If the baby is in a baby carrier or sling, the escort needs a ticket.
- War veterans
- Wheelchair users and their escorts.
- Those traveling with a rollator between 9 a.m. and 2 p.m. At other times, the normal ticket price will be charged. Kick rollators do not entitle the user to free travel.
- Companions traveling with a disabled person, when the disabled person presents a visually impaired, transport service, or EU disability card marked with an A. The disabled person themselves will be charged the normal ticket price.
Using travel tickets and travel instructions
Vilku tickets can be used on Vilku buses and on some regional transport services ordered by the ELY Center. Waltti season tickets and value tickets are also valid on some market-based transport services operating in the Vilku area..
Purchasing the right ticket
It is your responsibility to purchase the correct ticket that is valid for the duration of your journey.
You must find out what type of ticket you need for your journey. For example, you can use vilkku.kuopio.fi and the Vilkun route guide to find out which public transport options and routes you can use to get from your starting point to your destination and what kind of ticket you need for your journey. You can also find instructions on tickets and routes at Vilkun stops.
You must have a valid ticket when boarding a vehicle. When you load your Waltti card, you must check the loading receipt to ensure that the correct ticket has been loaded onto the card. The card must be updated when your age group changes. If personal benefits are repeatedly misused, the authorities have the right to close the travel card without any obligation to provide compensation or reimbursement.
If you accidentally purchase the wrong ticket, you must purchase a new, correct ticket to replace it. Unused incorrect tickets can be returned to the customer in accordance with the ticket refund instructions (see section "Ticket refunds").
Zone selection
Buy a ticket for all the zones you will be traveling through. For journeys that cross zone boundaries, you need a single ticket that covers all zones: for example, you need an ABCD ticket if you are traveling from zone A to zone D. You cannot combine tickets for two different zones for a single journey, for example by purchasing AB and BCD tickets.
All tickets are valid for unlimited travel within the zones specified on the ticket during their period of validity on all Vilku transport services..
Changing of transport
You can change to another transport during the entire validity period of the ticket. The ticket's validity period may expire during the last journey made on the mode of transport. It is sufficient that the ticket is valid when you board the mode of transport.
When should I buy my ticket?
Waltti card value and contactless tickets and cash tickets from ticket machines: You must purchase a ticket from the driver or ticket machine as soon as you board the vehicle.
Waltti app or MaaS service provider app: You must have a ticket when you board the vehicle. The ticket is stamped on each journey.
Cardboard Waltti single-use card: A pre-loaded day ticket must be activated on the first journey and stamped on each journey. Show the single-use card to the ticket machine as soon as you board the vehicle.
Prohibited activities, substances, and objects in means of transport
Public transport vehicles are classified as public places, which are subject to the provisions of the Public Order Act (612/2003). For example, the following activities are prohibited on public transport:
- disturbing public order and endangering safety, such as making noise, threatening behavior, or behavior that causes fear.
- consumption of intoxicating substances
- transport and possession of dangerous substances (such as gas cylinders or corrosive substances)
- possession of objects and substances that could be used to harm others
Customers who violate the above regulations may be removed from the vehicle without any obligation to refund the ticket or provide other compensation.
Ticket inspection
Presentation of travel ticket
You are required to present a valid ticket to the bus driver or ticket reader on every journey.
If you do not have a valid ticket, the driver has the right to charge you the price of a single ticket for the journey. If you travel without a valid ticket, you may also be removed from the vehicle. If you use your Waltti card in violation of the terms and conditions, your Waltti card may be confiscated or blocked without any obligation to reimburse you for the ticket or provide any other compensation.
If you present a forged ticket, the matter may be referred to the police for investigation.
Special terms and conditions for tickets purchased using contactless payment on a reader device
There may be interruptions in the data connections of transport reader devices, which means that it may not always be possible to purchase a ticket using contactless payment.
Vilkku may place your contactless payment card on a blacklist if the payment institution that issued your payment card has not approved Vilkku's payment requests for tickets you have purchased previously, for example due to insufficient funds. If the reason for the charge being declined has been resolved, your card will be automatically removed from the block list. If the block list has not been updated automatically, you can contact Vilku's service point in case of problems.
The reader devices do not print a ticket or receipt; your payment card acts as your ticket. If you need a receipt, you can download it from Vilku's website from the contactless payment customer portal.
You can purchase a ticket with contactless payment using a payment card or payment app that has your payment card details stored. When changing modes of transport, you must show your ticket to the reader using the same card or payment app that you used to purchase the ticket.
Checking ticket and purchase information
You can check your ticket and purchase information in the following ways:
- On bus card readers: When you validate your journey with your Waltti card on the bus card reader, you will see the remaining value and validity period.
- In the Waltti app: You can see a list of the tickets you have purchased in your purchase history. You can also download receipts for individual tickets.
- In the Waltti store: As a registered customer, you can view the value and season ticket purchases linked to your account.
- At service points: You can request information about the tickets and value loaded onto your Waltti card and how the value has been used. To obtain information about your personal Waltti card, you must prove your identity with an official document (official ID card, passport, driver's license, or Kela card with photo). You do not need to have your Waltti card with you. You can obtain information from your valid Waltti card for approximately one (1) year. Information on a personal Waltti card is provided to the cardholder. You must have your Waltti card with you if no personal identification number or company business ID has been linked to the card.
Bicycles and luggage on public transport
Luggage on buses: You may carry normal luggage with you free of charge, taking into account the prohibitions mentioned in the section "Prohibited activities, substances, and objects on public transport." You are responsible for taking care of your luggage on public transport. The driver will decide whether large items can be taken on the bus depending on the situation. The driver may also require the customer to pay a luggage fee in such situations.
Pets: Normal and harmless pets can be transported on the bus free of charge at the owner's responsibility, provided there is space on the vehicle. You may be removed from the vehicle if your pet causes disturbance or damage to other passengers or the vehicle.
Various types of assistive devices and mobility aids may be transported on buses. Depending on the type of mobility aid, a luggage fee may be charged.
Free transportation
Space for various assistive devices and mobility aids is limited. The following items are transported free of charge:
- Rollaattorit
- Kokoon taitettavat polkupyörät
- Alle 7-vuotiaiden kulkuvälineet
- Skeittilaudat, kokoontaitettavat potkulaudat ja skuutit
Paid transportation
The following means of transport are subject to baggage fees:
- Bicycles for children over 7 years of age
- Electric bicycles and kick bikes
- Large electric scooters, balance boards, and Segways
When transporting a bicycle or other means of transport, stay close to it and make sure that it does not fall over or cause any inconvenience to other passengers. When transporting a stroller, make sure that it is safely secured on board and does not cause any danger or inconvenience to other passengers.
Damage caused in traffic accidents
Transport operators are liable for any damage caused during transport, and any claims for compensation will be handled by the transport operator and its insurance company. Each claim for compensation will be handled on a case-by-case basis. Claims for compensation can be submitted directly to the transport operator.
Vilkku's responsibilities and the obligations of the consumer
Vilkku's responsibilities
If there is an error or delay in the Vilku service or product (physical ticket or card) you have purchased, you are entitled to claim compensation in accordance with this chapter for any damage you can prove that the error or delay has caused you. In order to receive compensation, you must provide evidence of the damage, its amount, and the cause-and-effect relationship, i.e., that Vilku's error or delay has caused you the damage in question.
A service or product can generally be considered defective if its content, performance, and result do not correspond to what can be considered agreed upon..
- Direct damages: You have the right to claim compensation for direct damages caused by a defect or delay in the service or goods. If the refund request and/or complaint is accepted, the customer may be compensated for reasonable costs incurred due to the defect in accordance with consumer protection regulations. Complaints are handled on a case-by-case basis.
- Indirect damages: We are not liable for indirect damages caused to you by a defect or delay in the service. Indirect damages include, for example, loss of income or loss of use caused to you as a result of a delayed service. We will only compensate you for indirect damage caused by a defect or delay in the goods if the delay or damage is due to Vilku's negligence. Negligence generally means a breach of duty, incompetence, indifference, or carelessness.
- No compensation can be claimed for malicious intent or mental suffering.
- Liability of corporate customers: When the customer is a company, i.e., a business operator, or if the service or goods are mainly used for business purposes, we are not liable for indirect damage caused by a defect or delay in the service or goods, nor for damage caused to the personnel of such an entity.
Consumer responsibilities
In order to be eligible for compensation for damage caused by a delay or error, you must be able to prove the damage you have suffered. The following guidelines apply to damage claims:
- Keep your ticket and receipts: You must have a receipt or other reliable proof of the costs incurred, so keep any tickets, receipts, and other supporting documents.
- Limit the amount of damage: We are not liable to compensate for damage to the extent that you could have limited the amount of damage caused by your own actions. You are obliged to act in such a way that the costs incurred as a result of the damage are kept to a minimum. For example, if a means of transport is late or canceled, you should first use another means of transport offered by Vilku for the route in question. This means that you cannot be reimbursed for the cost of a taxi ride to your destination if a cheaper alternative was available.
- Report the error or delay as soon as possible: You must report the error to Vilku within a reasonable time after you noticed the error or should have noticed it. You must complain about the error within one (1) month of noticing it. Failure to complain will result in you no longer being entitled to compensation.
Force majeure
We are not liable for any error, delay or failure to perform our contractual obligations to the extent that it is due to force majeure. Force majeure is an event that prevents or makes it unreasonably difficult to perform our obligations within the specified time limit. Such events include, but are not limited to, war, rebellion, pandemic, epidemic, natural disaster, general interruption of energy supply or traffic, disruption of public telecommunications connections, industrial action, fire, material restriction imposed by an authority or any other equally significant, unusual, unforeseen and uncontrollable cause.
We are also not liable for any error or delay of our subcontractors caused by force majeure.
We will notify you of force majeure as soon as possible after we become aware of the event.
Transfer, validity and amendment of terms and conditions
You may not transfer your rights and obligations under these terms and conditions to a third party without our prior written consent. Vilkku may transfer its rights and obligations under these terms and conditions to an organization to which our duties are transferred in whole or in part by law or contract.
These general travel and ticket terms and conditions of VilKku public transport are valid until further notice. We reserve the right to change these terms and conditions, ticket products, pricing, services, traffic volume, schedules, routes, ticket payment methods, ticket sales methods and locations.
We will notify you of any changes within a reasonable time on Vilku's website or in another appropriate manner before the change comes into effect. We may change the terms and conditions immediately during the contract period if the change is based on a change in legislation, a decision by an authority or force majeure (see "Force majeure").
Data protection
When you use our services, your personal data will be stored in Vilku's customer register. It will be processed in accordance with these terms and conditions, the Vilku customer register privacy policy and the service-specific privacy policy. Vilku and its subcontractors have the right to process your personal data in accordance with the EU General Data Protection Regulation, other applicable legislation and official guidelines in the ways described in more detail in the privacy policy.
We process data carefully and securely and require the same from our subcontractors and partners. We collect personal data from our customers so that we can provide smooth and functional transport services. We provide information about the collection and processing of personal data in our privacy policy.
You can give us permission to send you marketing communications related to our operations or services. You can withdraw your marketing communications consent if you wish. Customer communications that we send to manage an existing customer relationship are not considered direct marketing.
Applicable law and dispute resolution
Applicable law
Finnish law applies to these terms and conditions and to the services, goods, service- and goods-specific terms referred to in these terms and conditions, as well as to any agreement made for the service or goods.
Guidelines for handling disagreements
In case of disagreement, always contact Vilkku's customer service first.
Special consumer rights:
If the disagreement cannot be resolved through negotiations between the parties, you as a consumer have the right to refer the matter to the Consumer Disputes Board for resolution. Before taking the matter to the Consumer Disputes Board, you should contact the Consumer Advice Service, otherwise the Consumer Disputes Board may not handle the matter.
Contact information
Kuopion kaupunkiseudun joukkoliikenne
Y-tunnus: 0171450-7
https://vilkku.kuopio.fi/
Suokatu 42, 70110 Kuopio
PL 1097, 70111 Kuopio
+358 17 185 044
joukkoliikenne@kuopio.fi