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. A one-way e-ticket, a baggage e-ticket, a timed e-ticket and a Riga Single Ticket can be purchased on the Website and Mobile App.
5. The following e-tickets can be purchased on the Website or Mobile App within zones on one line, within zones on two connected lines (via Riga, Torņakalns, Zemitāni), or outside zones from a specific stop to a specific stop:
5.1. one-way e-tickets:
5.1.1. one-way e-ticket without specifying a seat,
5.1.2. e-ticket for baggage,
5.1.3. one-way e-ticket with 50% or 90% discount for the category of recipients of fare reductions with Latvian Honorary Family Cards "Goda ģimene" in accordance with Cabinet Regulation No. 414 of 22 June 2021 "Regulations for Fare Reductions";
5.2. timed (subscription) e-tickets:
5.1.1. one-day e-ticket,
5.1.2. three-day e-ticket,
5.1.3. five-day e-ticket,
5.1.4. 30 (thirty) day e-ticket;
5.1.5. timed e-ticket with 40% discount for the category of recipients of fare reductions with Latvian Honorary Family Cards "Goda ģimene" in accordance with Cabinet Regulation No. 414 of 22 June 2021 "Regulations for Fare Reductions".
6. The Riga Single Ticket for journeys on Zone A rail routes (one journey or two journeys if on two lines with a transfer in Riga, Torņakalns or Zemitāni) and for journeys on Riga public transport (unlimited number of journeys in a 90-minute period) can be purchased on the Website or Mobile App. The Riga Single Ticket is not sold on days when Riga's 100% discount on public holidays is applied to all passengers (does not apply in cases when fare reductions are granted to a specific group of passengers).
7. When travelling with the Riga Single Ticket on Zone A rail routes, there are no surcharges on higher-fare trains.
8. 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"
9. 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 baggage.
10. A single e-ticket can be purchased without registering on the Website:
10.1. after placing a ticket in the "cart", the user can choose to buy an e-ticket without authorisation;
10.2. if you choose to purchase an e-ticket without authorisation, it is mandatory for the guest user to provide an email address to receive the e-ticket.
11. Registered users can purchase single e-tickets, timed e-tickets and Riga Single Tickets on the Website and Mobile App.
12. Registered users, when purchasing an e-ticket:
12.1. 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;
12.2. must log in to the Website or Mobile App with your email or mobile phone number and password.
13. 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.
14. To use the timed e-ticket, the Passenger must have the Mobile App (latest version) installed on their smartphone.
15. 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.
16. E-ticket payment can be made:
16.1. by VISA or MasterCard payment card (hereinafter - the Payment Card);
16.2. by making an online banking payment from your account at one of the banks (Swedbank, SEB, Citadele, Indexo and Luminor);
16.3. via digital payment and mobile payment services such as Apple Pay or Google Pay.
17. 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.
18. Before starting payment, the Passenger must make sure that it is made in accordance with the order he/she has selected.
19. A one-way e-ticket 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.
20. If the e-ticket specifies zones, the e-ticket purchased is valid within the zones specified on the selected line.
21. 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.
22. When a Passenger purchases a one-way e-ticket without registering on the Website, it is sent to the email address provided (within 3 minutes, unless there is a communication failure). This ticket can be downloaded, printed and sent to another email address.
23. When a registered Passenger purchases a one-way e-ticket 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.
24. 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.
25. 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.
26. For members of large families, e-tickets purchased must be presented to the conductor-controller on board the train together with the following documents:
26.1. for a one-way e-ticket with 50% discount - valid Latvian Honorary Family Card "Goda ģimene" and a personal identification document - ID card/passport or driver's licence;
26.2. for a one-way e-ticket with 90% discount - valid Latvian Honorary Family Card "Goda ģimene" and a personal identification document - ID card/passport or pupil/student card or driver's licence;
26.3. for a timed e-ticket with 40% discount - valid Latvian Honorary Family Card "Goda ģimene" and a personal identification document - ID card/passport or pupil/student card or driver's licence;
26.4. for a one-way e-ticket with 100% discount on 4 May, 11 and 18 November - valid Latvian Honorary Family Card "Goda ģimene" and a personal identification document - ID card/passport or pupil/student card or driver's licence.
27. When boarding the train, the Passenger shall present to the conductor:
27.1. a full-size, non-enlarged or printed one-way e-ticket and baggage e-ticket 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;
27.2. a timed e-ticket and Riga Single 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
28. A one-way e-ticket and baggage ticket 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.
29. When purchasing one-way e-tickets and baggage tickets within two line zones via Riga, Torņakalns, Zemitāni, the e-ticket is valid for the specified route and time for the following trains:
29.1. on the first line of the selected or next journey;
29.2. on the second line of the selected or any other journey throughout the day.
30. 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.
31. The Riga Single Ticket is valid from 3.00 on the specified date until 2.59 on the following date. The Single Ticket is available for purchase on the current day and 9 (nine) days in advance (pre-sale).
32. The Riga Single Ticket is activated by validation/registration in the first vehicle and is valid until the end of the validity period (02.59 the next day).
33. If the first validation is carried out in a public vehicle of RP SIA "Rīgas satiksme" (bus, tram, trolleybus), the 90-minute period for the code ticket starts, whereas if the first validation is carried out in a vehicle of the Company (train), the validity period of the code ticket does not start yet and its activation right continues until the end of the validity period of the Riga Single Ticket, but the train day ticket, after its validation on the relevant line, is valid for the relevant journey - it cannot be used for validation for a new journey (exception - connecting journey with a transfer).
34. 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 baggage carriage charge by submitting a relevant application (form F-KAC 10) at any ticket office or Customer Service Centre of the Dispatch Centre of the Commercial Operations Department of the Company (hereinafter - CSC). If the application cannot be submitted at the Company's ticket office or CSC, it may be completed electronically (form F-KAC 11) 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.
35. Once the application has been submitted or sent to the e-mail address mentioned in Clause 34, the e-ticket will be cancelled and will not be renewed.
36. If the request for the return of a one-way e-ticket or for baggage e-ticket 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 baggage. 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.
37. The Passenger is entitled to a refund of the following amount for the unused e-ticket:
37.1. 90% of the e-ticket price if the e-ticket is returned before the start of the e-ticket validity period;
37.2. 75% of the e-ticket price for the remaining unused time (starting from the day after the date of receipt of the application) if the e-ticket is returned within the e-ticket validity period.
38. 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 baggage e-ticket in accordance with the procedure set out in Clause 34 and to receive a full refund of the fare and baggage carriage charge if:
38.1. departure of the train is delayed by more than 15 minutes compared to the scheduled time of departure on the train timetable;
38.2. the trip is cancelled due to the fault of the carrier;
38.3. the Passenger is not given the opportunity to take the seat indicated on the ticket or an equivalent seat indicated by the wagon attendant;
38.4. a train with a higher quality of service for a larger fare is replaced with a train with a lower quality of service.
39. The return (respectively - cancellation) of the Riga Single Ticket is permitted in the cases specified in the regulatory enactments - in Paragraphs 40 and 42 of the Cabinet Regulation No. 599 of 28 August 2012 "Procedure for Provision and Use of Public Transport Services" and in the cases specified in the RP SIA "Rīgas satiksme" Rules on Ticket Use (the cases which, according to the regulatory enactments, provide for the right to return the ticket are reflected in Annex 4 to the Rules).
40. 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 baggage, no compensation for the unused (partially used) e-ticket shall be paid and the fee for baggage carriage shall not be reimbursed.
41. 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
42. 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.
43. 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:
43.1. for issuing an e-ticket if the e-ticket is purchased without registration;
43.2. facilitating the re-issuance of an e-ticket and ensuring account usage when an e-ticket is purchased from a registered account;
43.3. 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.
44. 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.
45. 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.
46. 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.
47. 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 e-mail solution.
48. The Company is not responsible for the collection or other processing of data authorised by the Passenger on devices under the Passenger's control.
49. Each e-ticket sold has a unique authorisation code:
49.1. for one-way e-tickets and for baggage e-tickets, it is deleted as soon as the e-ticket is presented to the conductor-controller;
49.2. 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.
50. 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.
51. The Passenger's payment data, contact details (e.g. e-mail 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.
52. 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-KAC 12) to the Company by e-mail to vilciens@info.vivi.lv.
53. 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.
54. Further information on the processing of personal data is available here.
V. Ownership
55. 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.