Rules for the Purchase, Use and Return of Electronic Tickets
I. General terms and conditions
1. The purpose of the Rules for the Purchase, Use and Return of Electronic Tickets (hereinafter - the Rules) is to determine the procedure for purchase, use and return of electronic train tickets (hereinafter - e-ticket) of AS "Pasažieru vilciens" (hereinafter - the Company) when using and purchasing an e-ticket on the Company's website www.vivi.lv (hereinafter - the Website) or in the mobile application "Vivi Latvija" (hereinafter - the Mobile App).
2. The Mobile App is free to download on Google Play and iOS App Store.
3. An e-ticket is a ticket purchased and paid for on the Website or Mobile App, which is electronically registered in the Company's ticketing system and identified by a unique ticket code
4. You can buy an e-ticket for a single journey, luggage, timed e-ticket on the Website and Mobile App.
5. The following e-tickets can be purchased on the Website or Mobile App for one journey and luggage:
5.1. within zones on the same line or outside zones from one stop to another:
5.1.1. e-ticket for one journey (without specifying a seat);
5.1.2. e-ticket for luggage;
5.1.3. e-ticket for one journey with 50% or 90% discount for the category of beneficiaries of fare reductions "3+ Family Card" or "Family of Honour" in accordance with Cabinet Regulation No. 414 of 22 June 2021 "Regulations for Fare Reductions";
5.2. within zones on two connected lines (via Riga, Tornakalns, Zemitani):
5.2.1. e-ticket for one journey (without specifying a seat);
5.2.2. one-way e-ticket for luggage;
5.2.3. e-ticket for one journey with 50% or 90% discount for the category of beneficiaries of fare reductions "3+ Family Card" or "Family of Honour" in accordance with Cabinet Regulation No. 414 of 22 June 2021 "Regulations for Fare Reductions".
6. The following timed e-tickets can be purchased on the Website or Mobile App within zones on one or two connected lines (via Riga, Tornakalns, Zemitani) or outside zones from one stop to another:
6.1. one-day e-ticket,
6.2. 3-day e-ticket,
6.3. 5-day e-ticket,
6.4. 30 (thirty) day e-ticket,
6.5. timed e-ticket with 40% discount for the category of beneficiaries of fare reductions "3+ Family Card" or "Family of Honour" in accordance with Cabinet Regulation No. 414 of 22 June 2021 "Regulations for Fare Reductions"
7. When using the Website or Mobile App and/or purchasing an e-ticket, the user of the Website or Mobile App and the purchaser of the e-ticket (hereinafter - the Passenger) shall comply with the requirements set out in these Rules.
II. Procedure for purchasing and using an e-ticket on the website www.vivi.lv and the mobile app "Vivi Latvija"
8. To use public transport (train) services, Passengers buy an e-ticket. The e-ticket confirms that the Passenger has paid for the train journey and/or for the carriage of luggage.
9. You can purchase a single e-ticket without registering on the Website:
9.1. after placing a ticket in the "cart", the user can choose to buy an e-ticket without authorisation;
9.2. if you choose to purchase an e-ticket without authorisation, it is mandatory for the guest user to provide an e-mail address to receive the e-ticket.
10. Registered users can purchase both single e-tickets and timed e-tickets on the Website and Mobile App.
11. Registered users, when purchasing an e-ticket:
11.1. must have a user account. To register/ create a user account on the Website or Mobile App, you must provide a valid email address, mobile phone number and set a password for your user account;
11.2. must log in to the Website or Mobile App with your email or mobile phone number and password.
12. To purchase an e-ticket with a municipal benefit, you must provide your personal identification number without the hyphen) and your municipal card number in addition to your user account.
13. To use the timed e-ticket, the Passenger must have the Mobile App (latest version) installed on their smartphone.
14. The e-ticket must be purchased before boarding the train. The e-ticket can be purchased 10 (ten) days before the scheduled departure of the journey/train.
15. E-ticket payment can be made:
15.1. by VISA or MasterCard payment card (hereinafter - the Payment Card);
15.2. by making an online banking payment from your account at one of the banks (Swedbank, SEB, Citadele and Luminor);
15.3. via Apple Pay, the digital payment and mobile payment service.
16. When purchasing an e-ticket, the Passenger must choose the route on which the e-ticket will be used, the date on or from which the e-ticket will be used, the journey and the type of e-ticket required.
17. Before starting payment, the Passenger must make sure that it is made in accordance with the order he/she has selected.
18. An e-ticket for one journey is valid for the chosen route, on the date and at the time indicated on the e-ticket. A timed e-ticket is valid on the selected route from the specified start date to the specified end date.
19. If the e-ticket specifies zones, the e-ticket purchased is valid within the zones specified on the selected line.
20. The payment time for the e-ticket to be purchased is limited, payment must be made within 10 (ten) minutes from the start of payment.
21. When a Passenger purchases an e-ticket for a single journey without registering on the Website, it is sent to the e-mail address provided (within 3 minutes, unless there is a communication failure). This ticket can be downloaded, printed and sent to another e-mail address.
22. When a registered Passenger purchases an e-ticket for a single journey on the Website or Mobile App, it is sent to the email address provided (within 3 minutes, unless there is a communication failure) and automatically appears in the My Tickets section of the Mobile App. This ticket can be downloaded, printed and sent to another email address. In case the e-ticket does not appear in the Mobile App, the Passenger must check his/her email.
23. For a registered Passenger, when purchasing a timed e-ticket on the Website or Mobile App, it automatically appears in the My Tickets section of the Mobile App.
24. The Passenger is obliged to keep the e-ticket until the end of the journey or its validity period and to present it to the conductor-controller and, during control measures, to the controller.
25. For members of large families, e-tickets purchased must be presented to the conductor-controller on board the train together with the following documents:
25.1. for a single e-ticket with 50% discount - valid Latvian Family of Honour Card or 3+ Family Card and a personal identification document - ID card/passport or driver's licence;
25.2. for a single e-ticket with 90% discount - valid Latvian Family of Honour Card or 3+ Family Card and a personal identification document - ID card/passport or pupil/student card or driver's licence;
25.3. for a timed e-ticket with 40% discount - a valid Latvian Family of Honour Card or 3+ Family Card and a personal identification document - ID card/passport or pupil/student card or driver's licence;
25.4. for a single e-ticket with 100% discount on 4 May, 11 and 18 November - valid Latvian Family of Honour Card or 3+ Family Card and a personal identification document - ID card/passport or pupil/student card or driver's licence.
26. When boarding the train, the passenger shall present to the conductor-controller:
26.1. a full-size, non-enlarged or printed e-ticket for one journey and luggage on a smart device (smartphone, tablet, etc.) with a clearly visible two-dimensional Aztec (QR) code for the e-ticket (see Figure 1) and an authorisation code below the Aztec code;
26.2. a timed e-ticket only on a smart device due to the changing or moving Aztec code, a printed e-ticket is not valid. Due to the time offset, the time on the validator of the conductor-controller may not coincide with the time on the Passenger's smart device, in which case the conductor-controller will receive a message that the e-ticket is not recognised and will give or show the Passenger a 5 (five) digit verification code which the Passenger must enter on his/her smart device. After entering the verification code on the smart device, the Passenger will receive a new Aztec code to present to the conductor-controller and continue the journey. If the conductor-controller receives a rejection regarding the validity of the e-ticket, the Passenger will have to purchase a new e-ticket.
Figure 1. Two-dimensional Aztec code
III. E-ticket validity and return policy
27. An e-ticket for a single journey and luggage on the same line is valid only for the route, date and time indicated on the e-ticket selected by the Passenger. If the selected train is missed and the e-ticket is not used, it shall be valid for the next train on the same date according to the timetable. If the fare on the next train is higher and it is a diesel train, an extra charge ticket must be purchased from the conductor-controller.
28. When purchasing e-tickets for a single journey and luggage within two line zones via Riga, Tornakalns, Zemitani, the e-ticket is valid for the specified route and time for the following trains:
28.1. on the first line of the selected or next journey;
28.2. on the second line of the selected or any other journey throughout the day.
29. A timed e-ticket is valid on the specified route and can only be used by the Passenger within the validity period indicated on the e-ticket.
30. Unused or partially used e-tickets shall be returned in accordance with Cabinet Regulation No. 599 of 28 August 2012 "Procedure for Provision and Use of Public Transport Services" (hereinafter - Cabinet Regulation No. 599). If a Passenger does not use the purchased e-ticket, he/she shall be entitled to receive the fare and/or luggage carriage charge by submitting a relevant application (form F-KAD1) at any ticket office or Customer Service Department of the Company. If the application cannot be submitted at the Company's ticket office or Customer Service Department, it may be completed electronically (form F-KAD2) and sent by e-mail to vilciens@info.vivi.lv. The date and time of receipt of the e-mail will be considered as the time of submission of the application.
31. Once the application has been submitted or sent to the e-mail address mentioned in Clause 30, the e-ticket will be cancelled and will not be renewed.
32. If the request for the return of an e-ticket for a single journey or for luggage is submitted no later than 2 (two) hours before the start of the e-ticket validity period, the Passenger is entitled to a refund of 75% of the fare for the journey and/or for the luggage. If the application is submitted less than 2 (two) hours before the start of the e-ticket validity period, no refund will be made for an unused e-ticket.
33. The Passenger is entitled to a refund of the following amount for the unused e-ticket:
33.1. 90% of the e-ticket price if the e-ticket is returned before the start of the e-ticket validity period;
33.2. 75% of the e-ticket price for the remaining unused time if the e-ticket is returned within the e-ticket validity period.
34. A Passenger shall have the right to cancel a train journey before the expiry of the e-ticket by returning the e-ticket and the luggage e-ticket in accordance with the procedure set out in Clause 30 and to receive a full refund of the fare and luggage carriage charge if:
34.1. the train departure is delayed by more than 15 minutes compared to the scheduled departure time;
34.2. the carriage does not take place due to the fault of the carrier;
34.3. the Passenger is not given the opportunity to take the seat indicated on the ticket or an equivalent seat indicated by the carriage attendant;
34.4. a train with a higher quality of service, for which an extra charge has been paid, is replaced by a train with a lower quality of service.
35. If a Passenger is disembarked from the train who is under the influence of alcohol, narcotic or toxic substances and violates public order, fails to comply with the requirements set out in the regulatory enactments on epidemiological restrictions (if such requirements are set out in the legislation of the Republic of Latvia) or if items prohibited for carriage are found in the Passenger's luggage, no compensation for the unused (partially used) e-ticket shall be paid and the fee for luggage carriage shall not be reimbursed.
36. The money for the unused e-ticket will be refunded only to the Passenger's bank account from which the e-ticket was paid within 8 (eight) working days from the receipt of the Passenger's application.
IV. Identification, protection and liability of personal data
37. The Passenger acknowledges and accepts full responsibility for providing correct and truthful information when purchasing an e-ticket. If the Passenger has provided incorrect or false information during the e-ticket purchase process, the Passenger may be denied the e-ticket refund service.
38. The Passenger is informed and understands that the Passenger's personal data and other information necessary for the purchase of the e-ticket will be processed in accordance with the applicable laws and on the protection of personal data and that all personal data provided by the Passenger will be used:
38.1. for issuing an e-ticket if the e-ticket is purchased without registration;
38.2. facilitating the re-issuance of an e-ticket and ensuring account usage when an e-ticket is purchased from a registered account;
38.3. for the implementation of the Company's customer loyalty programme, including the organisation of lotteries, subject to the Passenger's consent to specific data processing.
39. The Payment Card data provided by the Passenger will be used only to the extent necessary to ensure the purchase of the e-ticket in accordance with the international rules of bank payment card organisations and the requirements of the laws and regulations of the Republic of Latvia governing the operation of services provided by financial institutions (for example, the Law on Prevention of Money Laundering and Terrorism and Proliferation Financing, the Criminal Law and other laws and regulations). The Company does not have access to and visibility of Payment Card data used in passenger transactions. Passengers are redirected to a secure payment platform for the transaction, where the card user enters the card identification data at the time of payment or uses the card identification data previously stored on the payment platform.
40. The Company is not liable for inaccuracies or untruthfulness of Passenger Payment Card details. In the event that the Company suspects fraud, the bank will be notified immediately.
41. By purchasing an e-ticket, regardless of the type of e-ticket, the Passenger assumes full financial responsibility for the transaction and the related data provided to the Company. The Passenger understands that the e-ticket issued in the Ticketing System, having previously read these Rules, constitutes proof of the transaction made, and therefore incorrectly purchased e-tickets will not be replaced.
42. The Company shall not be liable if the e-ticket is lost and the Passenger is unable to present the purchased e-ticket in printed form or on a smart device, or if the e-ticket is made available to third parties or is unavailable to the Passenger due to the fault of the Passenger or other circumstances beyond the control of the Company, such as, but not limited to, if the Passenger has incorrectly provided their email address or if there are technical problems accessing the Passenger's email solution.
43. The Company is not responsible for the collection or other processing of data authorised by the Passenger on devices under the Passenger's control.
44. Each e-ticket sold has a unique authorisation code:
44.1. for e-tickets for a single journey and for luggage, it is deleted as soon as the e-ticket is presented to the conductor-controller;
44.2. for timed e-tickets, the variable or moving Aztec code is updated every 5 (five) seconds during use and is deleted after the expiry date of the timed e-ticket.
45. The re-presentation of an e-ticket after the presentation of a single e-ticket to the conductor-controller or after the expiry of the relevant timed e-ticket shall not entitle the Passenger to travel on the train; e-tickets with an identical authorisation code to single e-tickets or timed e-tickets already used after the expiry of the relevant timed e-ticket shall not create new or additional obligations for the Company.
46. The Passenger's payment data, contact details (e.g. email address, mobile phone number), date and time of ticket purchase, ticket type (full-price e-ticket or discounted), Passenger status (whether or not a registered customer has made the relevant purchase), transaction fact and route are stored by default for 3 (three) years from the date of submission.
47. The Passenger has the right to request that the processing of his/her personal data be suspended for the purposes of the Company's customer loyalty programme, including the organisation of lotteries, by completing and sending an application (form F-KAD3) to the Company by e-mail to vilciens@info.vivi.lv.
48. If the Company receives a request from a Passenger not to use his/her personal data for the Company's customer loyalty programme, including lotteries, but only for issuing an e-ticket, this procedure will be respected for each subsequent e-ticket purchase.
49. Additional information on the processing of personal data is available here.
V. Ownership
50. All copyrights in the Website, Mobile App, the Company's logo and the Ticketing System used on the Website and Mobile App are owned by the Company. The published information may only be used for reference purposes and for the purchase of e-tickets. The information may not be used for commercial purposes and may not be reproduced. Any activity that may cause overloading of the e-ticketing system and the Website or disruption of e-ticketing is prohibited. The Company shall be entitled to charge a penalty of EUR 5,000 (five thousand euros) for breach of this Clause.