Online Store Terms and Conditions

Terms and Their Explanations

Customer Service is the Rauman Gyyt customer service point, which has the rights to load, sell, and distribute all Rauman Gyyt tickets and to receive clarification requests.

Customer Registers are payment system and customer service registers maintained by Rauman Gyyt: the travel card system’s customer register, and the customer feedback register. The data collected by Rauman Gyyt is controlled by the City of Rauma.

Personal Travel Card is a travel card sold to a person with a Finnish personal identity code, onto which holder-specific tickets can be loaded based on age group, as well as personal tickets containing special benefits granted under certain conditions. The customer’s information is stored in the Rauma travel card system’s customer register.

Personal Ticket Product is a ticket containing special benefits granted under certain conditions, for example, a student season ticket.

Price Cap is a feature related to contactless payment, where the backend system calculates the most affordable ticket for the customer based on trips made during a certain period.

Ticket Device is a reader device located in a vehicle or platform area that reads travel cards, QR codes, or contactless payments. The QR code reader is a reader in the ticket device that reads a travel ticket, QR single ticket, or event ticket from a mobile device.

Sales Point or reseller is a public transport reseller for the City of Rauma, with a limited selection of tickets.

Osteri.fi Online Service is an online store for tickets to be loaded onto travel cards. Osteri allows you to order a travel card, buy season and serial tickets, and check travel card balances.

Travel Tickets and Their Use

The customer is responsible for obtaining the correct valid ticket. The ticket purchaser is also responsible for the appropriateness of a ticket purchased for another passenger. The passenger’s duty is to confirm travel rights with the bus’s ticket device every time.

The customer must present reliable proof of identity to the driver and inspector upon request if they are using a personal ticket product or an age group-based discount. In unclear situations, identity must be proven with an identity document.

Travel Card

A travel card can be either holder-specific or personal.

Personal travel cards can be loaded with personal tickets based on age group. A personal travel card may be lent to another person if it does not have a personal ticket and the age group is suitable for the user.

Acquiring a Travel Card

A travel card can be acquired from the Osteri.fi online service (personal travel cards) or Rauma city customer service. A fee is charged for the card according to the current price list. The card is printed with the Rauman Gyyt logo and an identifying card number.

The customer accepts these terms when ordering or receiving a travel card. Upon delivery of the travel card, a customer relationship is established between the customer and Rauman Gyyt public transport, which remains valid until either party terminates it. To maintain the customer relationship, the customer must comply with these terms.

Storage and Lifespan

The card owner or holder agrees to store the card carefully. When use of the travel card ends, it can be kept or returned to customer service for disposal. The customer relationship can be terminated at customer service.

The travel card withstands normal usage conditions. The card must not be altered, copied, cut, folded, punched, or broken.

If the travel card is damaged, a fee for a new card is charged according to the current price list, if it can be shown that the card was not stored carefully enough or was intentionally damaged.

Usage

The ticket on the travel card can be used to pay for travel on Rauman Gyyt public transport. Payment methods vary between vehicles. The travel card is used with the ticket device every time when boarding a vehicle. The ticket allows transfers between vehicles during its validity period.

If the ticket device does not work, ticket information or transfer rights are checked with another reader device in the vehicle. If the card is defective, the customer must buy a ticket by other means. A defective card is replaced with a new one at customer service for a fee, except in the case of a technical fault.

The travel card can also be used for services provided by other service providers who have a service agreement with Rauma city public transport.

Tickets Loaded onto the Travel Card

Tickets can be purchased for the travel card at sales points and public transport customer service. Personal travel cards can also be loaded with tickets via the Osteri.fi online service.

Season Ticket

Season tickets are sold for 30 and 360 day periods. The period starts from the first trip and includes unlimited travel.

A new ticket can be purchased during an active period, but it only becomes valid on the first trip after the previous period ends.

A season ticket can only be used to pay for the holder’s own trip.

Serial Ticket

A serial ticket is a ticket product loaded onto a travel card. Serial tickets are sold for 22 and 44 trips, and all serial ticket products have a 60-minute transfer right starting from validation. A serial ticket loaded onto a travel card can be used by anyone, so it is also suitable for shared use.

Ticket Refunds

Return of Unneeded Tickets

Unneeded ticket products loaded onto a personal travel card are not refunded to customers.

Incorrect Ticket Loads

Incorrect ticket loads are primarily corrected at the loading point where the error occurred. If this is not possible, the correction request is handled at customer service according to Rauman Gyyt public transport instructions. If the incorrect ticket load is due to the customer’s own error or carelessness, the ticket is treated as unneeded (see previous section).

Other Clarification Requests and Refunds

Other clarification requests related to payment methods, travel cards, and travel must be made within two months of the customer noticing the error or when they should have noticed it. Clarification requests are handled at customer service.

When making a clarification request, the customer must prove their identity and present appropriate documentation to verify the event. If unable to visit customer service personally, another person may be authorized with a power of attorney.

Refunds for single tickets purchased with contactless payment are handled by contacting the Rauma city customer service point. If the customer notices incorrectly charged trips, these must be reported immediately or at the latest within two months of the payment event to public transport customer service.

When reporting a contactless payment complaint/refund, the following information must be provided:

When the travel occurred (date, time, line number)
The first 6 and last 4 digits of the payment card’s identification number
Details of the payment card owner

Ending the Travel Card and Customer Relationship

The card owner has the right to terminate their travel card and customer relationship at any time at customer service. Identity must be proven.

If unable to visit customer service personally, another person may be authorized with a power of attorney.

Customer data stored in the customer register is retained for one year after the end of the customer relationship. The details contained in the register are listed in detail in the register description.

Pay iQ Tickets Mobile Application

Single tickets can be purchased from the Pay iQ Tickets app. The ticket is valid from the moment of purchase.

Ticket purchases cannot be canceled. Purchase receipts are visible in the Pay iQ Tickets app.

The ticket is paid for with a Visa, Visa Electron, or Mastercard payment card. Single and day tickets can also be paid, for example, by phone bill (mobile payment). The app is downloaded from the phone’s app store.

A ticket purchased from the app must be validated on every trip. The phone is placed under the ticket device with the screen facing up, so the device reads the QR code on the ticket. The ticket must be shown to the driver upon request.

The ticket must be purchased with the device on which it will be used. The app can also be used to buy a single or day ticket for another passenger, for a shared trip. The ticket purchaser is also responsible for the correctness of a ticket purchased for another person.

Single Ticket

A single ticket purchased from the Pay iQ Tickets app is valid for 60 minutes from the time of purchase. Refunds or complaints are handled at customer service on a case-by-case basis.

Day Ticket

A day ticket can be purchased from Rauman Gyyt vehicles. Refunds or complaints are handled at customer service on a case-by-case basis.

Contactless Payment

Contactless payment can be used to pay for travel on Rauman Gyyt public transport. The ticket is valid for 60 minutes from the time of purchase. Ticket validity uses a price cap comparable to transfer time: the customer is not charged more than a certain amount within 60 minutes. In addition to the transfer price cap, daily caps are accumulated for travel rights purchased with contactless payment. During one day, the total cost of trips made with contactless payment will not exceed the price of a one-day (day ticket) according to the Rauman Gyyt price list. After this, no additional charges are made for trips with contactless payment. The price cap resets automatically at midnight.

Accepted payment methods are Visa, Mastercard, and Eurocard cards with contactless payment features. Mobile payment cards linked to mobile devices (mobile wallets), such as ApplePay, Pivo, and Google Pay, are also accepted. The same payment card or mobile wallet must always be used to ensure the price cap works correctly.

Contactless payment can only be used to pay for your own trip.

The payment card is also used in the reader device for transfer trips to ensure the correct price is charged (price cap). The payment method and the ticket product selected by the customer must be communicated to the driver before tapping the payment card on the contactless reader. The customer must also confirm with the driver during transfers that the correct ticket product is selected, so that the transfer right and price cap principles are fulfilled. The ticket device display shows accepted purchases but does not show the trip price. No receipt is printed, as the price charged is calculated in the backend system based on trips made by the customer within 60 minutes.

Charged payments and trips made can be checked in the customer portal, which is accessed with payment card details. The service shows trips made and the charges for them. Receipts can also be printed from the portal. The current address for the portal can be found on the City of Rauma public transport info pages at https://www.rauma.fi/asuminen-ja-rakentaminen/kadut-ja-liikenne/joukkoliikenne/liput-ja-myyntipisteet/

If payment cannot be charged from the customer’s account, the payment card is placed on Rauman Gyyt’s blocklist. It cannot be used for contactless payment in Rauman Gyyt transport. The card is removed from the blocklist once payment is successfully charged. The debt is automatically attempted to be charged from the customer’s account for two weeks. After this, the card can only be removed from the blocklist via customer service.

Refund applications or complaints are handled at customer service on a case-by-case basis.

Special Tickets/Other Tickets/Other Payments

Group Travel Ticket

A group travel ticket allows travel in groups of up to 4 people. The group ticket is charged at the price of two adult single tickets. The group travel ticket can only be purchased from Rauman Gyyt vehicles.

Right to Travel Without a Ticket

Children

Children aged 0–6 travel free of charge. Passengers traveling with a child in a stroller or pram A passenger carrying a child in a stroller or pram, as well as accompanying children aged 0–6.

Persons with Reduced Mobility

Wheelchair users and their companions travel free of charge.

Travel with a rollator is free. A folded rollator does not entitle to free travel.

Electric scooters or mopeds are not transported for safety reasons.

Visually Impaired

Visually impaired persons can travel free of charge on the bus under certain conditions. An EU disability card must be presented to the driver.

Companions of Disabled Persons

A companion travels free of charge on Rauman Gyyt if the person being accompanied has an EU disability card marked with an A.

The person being accompanied pays for their own trip normally, unless otherwise entitled to free travel.

The companion must travel and leave together with the person being accompanied.

Veterans

A travel card and a front-line or mine clearance badge must be presented.

Bicycles, Luggage, and Pets

Ordinary and harmless pets may be transported on the bus at the owner’s responsibility if there is space in the vehicle. Police dogs, guide dogs for the visually impaired, assistance dogs for persons with reduced mobility, or dogs being trained as assistance dogs are always allowed on the bus. No fee is charged for luggage. The driver decides on the acceptance of large items on the bus depending on the situation.

Free Means of Transport

Space for various aids and means of transport is limited. The following are transported free of charge:

rollators
folded bicycles
vehicles for children under 7
skateboards, foldable scooters, and kickboards
small 1- or 2-wheeled electric balance boards.

Chargeable Means of Transport

The following means of transport require a ticket according to the user’s age group:

bicycles for persons aged 7 and over
electric bicycles and kickboards
large electric scooters and Segways
large balance boards

Discount Groups

Children

Children’s tickets can be purchased by passengers aged 7–16.

Students and Schoolchildren

The guardian of a comprehensive school pupil can apply for a school ticket from the basic education of their municipality of residence. The school ticket includes 1 or 2 trips (including transfers) on each school day during the school year.

Public transport discounts are available to full-time students aged 17 or over who study at a high school, vocational institution, university of applied sciences, or university. Studies must lead to a profession or degree, and the school year must be at least 8 months long.

Seniors

All passengers aged 65 and over are eligible for discount groups.

Strike or Traffic Disruption

Force majeure situations (such as natural disasters or a major strike/work stoppage affecting Rauman Gyyt transport) generally do not entitle to compensation. Any refund practices will be announced on the City of Rauma website and separate instructions will be given after the situation ends.

Occasional minor schedule deviations, such as missing or early/late arrivals, generally do not entitle to ticket price refunds or compensation. There is also generally no entitlement if the schedule deviation is due to an unforeseeable traffic disruption that Rauman Gyyt could not reasonably prevent. In such cases, the passenger should, where possible, use other Rauman Gyyt lines or wait for a replacement service. When planning a trip, it should be noted that stop schedules at intermediate stops are estimated arrival/departure times for that stop.

If the delay was not due to an unforeseeable event, the delay was significant, and no replacement service was available within a reasonable time, possible refunds/compensation will be assessed on a case-by-case basis.

Accidents in Traffic

Operators are responsible for accidents occurring in traffic, and any compensation claims are handled with the operator and their insurance company. Each claim is handled on a case-by-case basis.

A compensation application can be submitted directly to the operator or via customer service. The application must state the exact time and place of the event, direction of travel, line, operator, and vehicle number.

Customer Registers and Data Protection

The EU General Data Protection Regulation (EU) 2016/679 guarantees various rights to persons whose data is processed (= registered). Rights are applied differently depending on the basis for processing personal data. A person has the right to know whether their personal data is being processed and what data is processed, and to request their own data. A person also has the right to demand that incorrect personal data be corrected.

Rauman Gyyt payment system and customer service registers are:

travel card system customer register
customer feedback register

The controller of the data collected by Rauman Gyyt is the City of Rauma. The privacy statements for the registers can be found on the City of Rauma website.

The developer and maintainer of the Pay iQ Tickets app is iQ Payments Oy, which is also responsible for the service’s register.

Applicable Law and Dispute Resolution

These terms and the services, goods, service- and product-specific terms, and any agreements made for a service or product are governed by Finnish law.

In case of disputes, always contact customer service first.

If the dispute cannot be resolved through negotiations between the parties, you as a consumer have the right to submit the matter to the Consumer Disputes Board for resolution. Before taking the matter to the Consumer Disputes Board, you should contact consumer advice, as otherwise the Consumer Disputes Board may refuse to handle the case.

Resale of tickets requires a separate agreement.

1. Ticket selection