Nysse ticket and travel terms

Contents

    Updates

    17 August 2026

    Nysse has updated the ticket and travel terms and conditions. The new terms and conditions will come into force at the beginning of September. The revised terms and conditions reflect current services and changes to the public transport payment system.

    The key changes relate to the account-based payment system, the purchase and use of ticket products, refunds and compensation, and customer relationship management. In addition, the terms and conditions have been expanded to cover the entire travel experience more clearly than before.

    The revised terms and conditions describe in greater detail, amongst other things, the use of tickets, payment methods, passenger responsibility, and procedures in the event of exceptional circumstances and disruptions. Situations relating to the use of tickets, returns and refunds are also illustrated with practical examples. The guidance on the use of contactless payments, mobile tickets and online services has also been updated.

    Introduction

    Tampere Regional Transport (Nysse) provides public transport services in Tampere region which, in addition to Tampere, also comprises Kangasala, Lempäälä, Nokia, Orivesi, Pirkkala, Vesilahti and Ylöjärvi. Nysse ticketing system is also used in Valkeakoski, but the transport service is organised by the City of Valkeakoski and Traficom (formerly the ELY Centre for Pirkanmaa). The service area is divided into payment zones A, B and C.

    On Nysse services, passengers must confirm the validity of all tickets. This means that passengers must scan their tickets on every trip as soon as they board. A ticket device can be found on buses and trams near the entrance, and those travelling on trains should use the device on the station platform. 

    These ticket and travel terms will apply from 1 September 2026, and they will replace the previous Ticket and payment terms.

    These ticket and travel terms apply to Nysse tickets and to travelling and paying with them. Instructions issued by VR apply to train traffic; for more information visit: vr.fi.

    These terms are available in Finnish and English. If the different language versions are inconsistent, the Finnish terms will be primarily complied with.

    In addition to these terms, Nella.fi online service, Nella Pro benefit ticket application, Nysse Mobiili app and city bikes are subject to separate terms of use:

    • Terms of use of Nella.fi online service
    • Terms of use of NellaPro benefit ticket application
    • Terms of use of Nysse Mobiili - Waltti Solutions Oy
    • Terms of use of city bikes.

    Also read the Principles for a Safer Space in Nysse.

    Nysse is introducing an account-based payment system. During the transition period, conventional travel cards will gradually be converted into account-based cards. You do not need to replace your travel card, as the change will take place gradually during the transition period. This means that two types of travel cards will be in use at the same time: traditional and account-based travel cards operating on the same basic card.

    When a traditional travel card is used, the information and tickets are stored on the card itself. In the account-based system, ticket and customer information will be stored in the customer's travel account in the back-end system, while the travel card serves as an identifier. To use a travel account, you need an identifier (travel card) that is active (rather than one that has been deactivated/terminated, for example). Only one of the identifiers linked to a travel account can be active at a time. A terminated identifier cannot be reused, while a deactivated one can be reactivated later.

    The terms and their definitions

    Benefit ticket A personal ticket product that has been granted under certain conditions and that provides special benefits, such as a student season ticket, employer-subsidised ticket or a school transport subsidy ticket.

    Cardholder The person to whom a personal, holder-specific or company-specific travel card has been handed over.

    Card fee A one-off fee charged for a new travel card as indicated on the valid price list, in other words the price of a new card.

    Card history/travel account history A list of the most recent ticket purchases and certain transactions on travel cards.

    Company-specific card A travel card purchased for a certain age group in the name of a company (with a business ID) that can be used with holder-specific tickets for the specified age group.

    Contactless payment device A scanner in a ticket device that reads the payment card (bank and credit cards) when contactless payment is used. Contactless payments are not available on trains and in service bus (demand responsive services).

    Customer or you An individual or a trader (company representative/company) using Nysse services.

    Customer group For example, students or veterans. When the other conditions are met, certain customer groups have the right to buy tickets at a discounted price or travel without a ticket. The ticket price is determined by the payment method, the passenger's age and customer group, and the selected zones.

    Customer registers Registers maintained by Nysse: the customer register for the travel card system, customer feedback register, Nella.fi online service user register, and benefit ticket register. The controller of the data collected by Nysse is the City of Tampere. The controller of some services (incl. Nysse Mobiili) is Waltti Solutions Oy.

    Customer service Nysse customer service point has the right to sell, load and distribute all Nysse tickets and, for example, handle enquiries.

    Default zones At least two adjacent zones are selected when you buy a ticket. 

    Gift card/gift voucher A code that can be purchased and used in Nella.fi online service or in the customer service to buy a travel card or tickets to be used with it. A gift card remains valid for the maximum period of one year from the date of purchase.

    Holder-specific ticket product Intended for a certain age group, and the ticket can be used by any person in the specified age group or lower. However, a customer using a senior ticket during the discounted hours must belong to the age group of seniors. Holder-specific ticket products can also be purchased for a personal travel card/travel account.

    Holder-specific travel card A travel card with which the customer can use holder-specific tickets of their age group (child/youth/adult). Seniors cannot be set as the age group for the card. No customer data (name, etc.) is collected on holder-specific travel card users, and the travel card/travel account cannot be deactivated in case the card is lost. A holder-specific travel card/travel account cannot be converted into a personal one, and it cannot be used for buying tickets in the online service or for purchasing benefit tickets.

    Identifier A term used in the account-based system that refers to a travel card that becomes an identifier. An identifier is needed to use the tickets on a travel account. Consequently, you will need both an identifier and a travel account to use your tickets.

    Joint tariff service Refers to an agreement between Tampere Regional Transport and some private transport operators on a uniform ticket and fare system in Tampere urban region. The term U busses can also be used. Contactless payments are not available in all U busses.

    Journey planner An online service that allows you to search for timetables and public transport routes from your starting point to the destination and to find out what kind of ticket you need for the trip (the payment zones that the route goes through).

    MaaS service provider Mobility as a Service. Operators that broker travel rights on public transport, in other words provide MaaS services. 

    Means of transport For example, a bus or a tram on which you can travel with Nysse tickets.

    Nella.fi online service A service for customers to purchase tickets used with a travel card. In Nella, you can purchase a personal travel card, tickets and gift vouchers, check the ticket and use information of the travel card/travel account, set reminders of ticket expiry, as well as deactivate, reactivate and replace an account-based travel card. Registration is required to use this service.

    Nysse See Tampere Regional Transport.

    Nysse area Divided into three payment zones (ABC). In addition to Tampere, the area includes Kangasala, Lempäälä, Nokia, Orivesi, Pirkkala, Vesilahti and Ylöjärvi. Valkeakoski additionally uses Nysse's ticketing system.

    Nysse Mobiili An app that you can download in app stores (Google Play, App Store) to buy and manage tickets and to use the journey planner. Tickets purchased in the app can only be used with the app. 

    Payment card A debit or credit card or a payment application for using a debit or credit card. 

    Payment zone The Nysse area is divided into three payment zones: A, B and C. A ticket must be purchased for at least two adjacent zones: AB, BC or ABC. You cannot combine two separate tickets (such as AB + BC) into a single trip. For such trips you need an ABC ticket.

    Personal ticket product A ticket with special benefits granted on certain conditions, such as an employer-subsidised ticket or a school transport subsidy ticket. The ticket may not be used by another person. A personal ticket product can only be purchased for a personal travel card.

    Personal travel card A card which allows the customer to use personal tickets granted on certain conditions that provide special benefits and holder-specific tickets based on the holder's age group. You need a Finnish personal identity code to purchase a personal travel card. The customer’s data are stored in the customer register of Tampere travel card system.

    Price cap A feature of contactless payments in which the back-end system calculates the most inexpensive ticket for the customer based on trips completed within a certain period if the same payment method is used. The contactless payment price cap initially calculates your trips over 90 minutes (single ticket). It then starts to apply a 24-hour price cap (day ticket).

    Processing fee A fee indicated on the price list that can be charged in case of ticket refunds, changes and terminations when the customer visits the customer service. A processing fee will also be charged for replacing a card in the customer service and Nella.fi online service.

    Sales point A Tampere Regional Transport ticket outlet with a limited selection of tickets. A specific agreement with Nysse is required for retail sales of tickets.

    Service bus (demand responsive service) Organised in a variety of ways in different municipalities. Customers can also bring a wheelchair or rollator on board. In service bus, you can pay for your trip with a travel card, mobile ticket, advance single ticket and event ticket (but not with contactless payment). Customers travelling with rollators in service bus pay for their trip as usual.

    Service provider An operator, retailer or other party that has concluded a service agreement with Tampere Regional Transport.

    Train services You can pay for your train trip with a travel card, mobile tickets or an advance single ticket, as well as with event tickets in specifically determined cases. The tickets are valid for trips between stations in Nokia, Lempäälä, Orivesi, Tesoma and Tampere. The validity of Nysse tickets must be confirmed using the ticket device on the station platform before boarding the train. The device cannot be used to select or change travel card zones, or to pay with a group ticket or make a contactless payment. Instructions issued by VR apply to train services; for more information visit: vr.fi.  Those using VR tickets should follow instructions issued by VR.

    Ticket Entitles you to travel on Nysse services.

    Ticket device A reader device on a means of transport or in the platform area for scanning tickets used on a travel card. A QR reader on the ticket device scans tickets with QR codes or barcodes.

    Ticket type Refers to different tickets, such as a single ticket, day ticket or season ticket.

    Travel account An account in the account-based back-end system that stores the customer’s ticket products and transactions.

    Travel card ('Nysse card') A common name for personal, holder-specific and company-specific travel cards.

    Tampere Regional Transport Responsibility for Nysse is assumed by the public transport service group, which operates as part of the city planning and infrastructure services in the city of Tampere's organisation. The service group plans the service zones, lines and timetables of public transport in Tampere region, orders services from transport operators and organises tendering processes, if necessary, maintains payment and ticketing systems, organises the customer service, as well as plans public transport communications and marketing and carries them out. Also known as Nysse.

    Value or value ticket The monetary value purchased for a travel card/travel account intended for travelling.

     

    1. Tickets and how to purchase them

    It is up to you to purchase a ticket of the correct type that is valid for a sufficiently long period of time.

    Before travelling, find out what kind of a ticket you need to purchase. For example, you can use nysse.fi and Nysse journey planner to find out which means of public transport and routes would take you from your starting point to your destination and what kind of a ticket you need for your trip.

    You must have a valid ticket for all zones you will travel through on your trip.  When you buy a ticket for a travel card/travel account, check that the correct ticket has been loaded onto the card.

    We will not reimburse tickets purchased by mistake.

    1.1. Ticket sales points

    You can purchase tickets at the following sales points:

    • Nella.fi online service
    • Nysse Mobiili app
    • Nysse customer service and (retail) outlets
    • Reader on the means of transport (with the contactless payment feature of a payment card)
    • MaaS service providers.

    For retail sales of tickets, an agreement with Nysse is always required.

    A ticket purchased in the app or from a MaaS service provider must have reached your phone before you board the means of transport. 

    1.2. Ticket payment methods

    See the sales channels for the accepted payment methods. If you have a commuting benefit, you can only pay tickets for your personal use with it. 

    • Nella.fi online service: payment service provider Suomi.fi/Paytrail, most common payment cards, online banking payment, MobilePay
    • Nysse Mobiili: phone bills of the most common teleoperators (single and day tickets), the most common payment cards (Visa, Mastercard), certain mobile payment methods and certain commuting benefits.
    • Contactless payment: the most common payment cards and mobile wallets
    • Sales point: payment methods accepted by the sales point 
    • Customer service: payment methods accepted by the customer service
    • MaaS service providers: payment methods accepted by the service provider.

    2. Ticket types

    2.1. Single ticket

    You can purchase a single ticket by loading monetary value to your travel card/travel account (value ticket), buying a ticket in Nysse Mobiili app, using contactless payment on a means of transport, or buying a paper advance ticket with a QR code at a sales point or in the customer service before travelling.

    Travel card value, value ticket

    A value ticket is monetary value loaded onto a travel card/travel account that can be used to pay for a single tram or bus ticket, a ticket for a train trip in the Nysse area, a night fare, or the trip of another person (or persons) belonging to the specified or lower age group. The price of the trip will be deducted from the value loaded onto the travel card/travel account (at most EUR 120) based on the zones selected for the ticket. The value on the card must be at least equal to the ticket price.

    The value ticket is valid for 90 minutes after you have scanned the travel card at the ticket device for the first time. You can adjust the zones for an individual trip (non-default trip) using the ticket device on the bus or tram before you pay. You can change the default zones in Nella.fi online service and at sales points.

    Mobile ticket, Nysse Mobiili

    A single ticket purchased in Nysse Mobiili app is valid for 90 minutes from the time of purchase. A night fare will be added to the ticket price between 00:00 and 04:40. Ticket purchases cannot be cancelled, and tickets cannot be returned. You must purchase the ticket before boarding the means of transport, and the ticket must always be scanned at the ticket device to confirm its validity.

    You must purchase and use the ticket on the same device (single tickets cannot be transferred or sent between phones). A screenshot will not be accepted. The person purchasing the ticket is also responsible for ensuring that a ticket they purchase for another person is correct.

    Mobile tickets are valid on trams, buses and train trips in the Nysse area.

    To view your receipts, go to mobiilinysse.fi. 

    Also read the separate terms of use of Nysse Mobiili app.

    Contactless payment

    You can use contactless payments to pay for a trip in Nysse bus and tram services (but not on trains or in service bus). Ticket purchases cannot be cancelled, and tickets cannot be returned.

    A single ticket is valid for 90 minutes from the time of purchase. A price cap similar to transfer time is applied to ticket validity: the customer will not be charged a fee higher than a certain price for a period of 90 minutes. There are no separate prices for different age groups when using contact payment. The ticket device will not print out a ticket or receipt, and your payment card will serve as your ticket. You must always scan the same payment method in the reader when entering the means of transport, also when transferring. You can only purchase a ticket for one person using the same payment method.

    It is up to you to select the correct payment zones when using the reader. See also the sections Day ticket and Price cap.

    A night fare is charged between 00:00 and 04:40.

    You can check the charges for trips paid with a payment card later in Littlepay online service (nysse.littlepay.com/). Use your payment card information to log in. You can also print a receipt for your payment in this service. Please note that the date shown in your bank account may be later than the travel date.

    Advance single ticket

    You can buy a paper advance ticket at sales points and in the customer service. The 90-minute validity period of the ticket starts when you scan the ticket QR code at the ticket device at the beginning of the first trip. You must use the ticket within 3 months of the time of purchase. You should store the printout carefully, as the QR code must be readable when you use the ticket. For example, if the QR code on the ticket is faded, torn or folded and for these reasons unreadable, the ticket cannot be accepted.

    You must scan the ticket at the ticket device on each trip to confirm its validity. To find a sales point, see Nysse online service at nysse.fi.

    2.2. Day ticket

    To purchase a day ticket, you can either use contactless payment or a mobile ticket purchased in Nysse Mobiili app. You can travel in the selected zones during the day ticket's validity period.

    Contactless payment

    You can use contactless payments to pay for a trip in Nysse bus and tram services (but not on trains or in service bus). Ticket purchases cannot be cancelled, and tickets cannot be returned.

    The contactless payment price cap initially calculates your trips over 90 minutes (single ticket). It then starts to apply a 24-hour price cap (day ticket).

    A night fare is charged between 00:00 and 04:40 if the price cap has not been reached. There are no separate prices for different age groups when using contact payment. The ticket device will not print out a ticket or receipt, and your payment card will serve as your ticket. See also the sections Single ticket and Price cap.

    You can check the charges for trips paid with a payment card later in Littlepay online service (nysse.littlepay.com/). Use your payment card information to log in. You can also print a receipt for your payment in this service. Please note that the date shown in your bank account may be later than the travel date. 

    Nysse Mobiili

    A day ticket purchased in Nysse Mobiili app is valid for 24 hours from the time of purchase. A night fare does not apply.  Ticket purchases cannot be cancelled, and tickets cannot be returned.

    You must purchase and use the ticket on the same device. You cannot transfer day tickets between phones. A screenshot will not be accepted.  The person purchasing the ticket is also responsible for ensuring that a ticket they purchase for another person is correct.

    You must purchase the ticket before boarding the means of transport, and the ticket must always be scanned at the ticket device to confirm its validity.

    Mobile tickets are valid on trams, buses and train trips in the Nysse area.

    To view your receipts, go to mobiilinysse.fi.

    Also read the separate terms of use of Nysse Mobiili app.

    2.3. Season ticket

    With a season ticket you can travel on Nysse services during the ticket's validity period in the zones for which the ticket was purchased.  You cannot change the ticket payment zones while the ticket is valid.   Season tickets are sold for travel cards/travel accounts in Nella.fi online service, at sales points and in the customer service, and to students in Nysse Mobiili app.

    The ticket is accepted on trams, buses and train trips in the Nysse area.

    Travel card

    Season tickets are sold for periods of 30, 90 and 360 days. The period starts when the customer takes the first trip. A customer with a season ticket is entitled to an unlimited number of trips in the selected zones.

    You can buy a new ticket while the old one remains valid, as the validity of the new ticket will only start on the first trip after the expiry of the old ticket, provided that you have selected the same zones for the new season ticket and you do not travel in other zones.

    You can only use a season ticket to pay for one person's trip. The 90-day season ticket is only available in Nella.fi online service, only for two zones and only for adults. You cannot use a season ticket to pay for only one part of a trip, as the whole trip must be paid for with the same ticket. The night fare will not be charged to customers travelling with a season ticket.

    Example: You have a season ticket valid until 13 December for zones AB. You buy another season ticket for your travel card/travel account for the same zones AB. The new season ticket is only activated when you use your travel card for the first time after the previous season ticket has expired, or at the earliest on 14 December. Consequently, the tickets will not be valid at the same time if both season tickets have the same zones.

    You cannot change the validity period or zones of a season ticket.

    You cannot change the ticket payment zones while the ticket is valid.  If the payment zones on your valid season ticket do not meet your needs, you can return your ticket and buy a new one in the customer service.  The processing fee indicated on the price list may be charged for each remaining full 30-day period, however for no more than six periods. See also sections 3.2 and 4.1.

    Example: You have a season ticket valid until 13 December for zones AB. You have moved to zone C and need a season ticket for zones ABC.  The customer service can return your remaining AB season ticket and sell you a new ABC zone season ticket to replace it (bring your travel card and photo ID).

    Example: You have a 360-day season ticket for zones AB. Your ticket is valid until 13 December, but you now need an ABC season ticket for one month, after which you want to continue using the 360-day ticket for zone AB.

    • Option 1. You can purchase another travel card (a second travel account will be created), for which you purchase an ABC season ticket for 30 days. The ticket is activated the first time you use it. The validity period of your 360-day AB season ticket remains unchanged (does not freeze). You can use the ticket simultaneously with the other travel card/travel account. Because you do not return the ticket, no handling fee will be charged.
    • Option 2. You can return the remaining 360-day AB ticket to the customer service (bring your travel card and photo ID). The processing fee indicated on the price list is charged for each remaining full 30-day period, however for no more than six periods. You can purchase an ABC season ticket for 30 days to replace it.

    Example: You have a 30-day season ticket for zones AB valid until 13 December. You purchase a new 30-day season ticket for zones ABC on 1 December and load it onto the same travel card/travel account. You travel in zone C on 2 December, which activates your new ABC season ticket. You now have two season tickets valid at the same time.

    Nysse Mobiili, student season ticket

    A student season ticket purchased in Nysse Mobiili app is valid for 30 days from the date of purchase. It is advisable not to buy a new ticket before the previous one has expired, as the ticket's validity period starts immediately at the time of purchase. A night fare does not apply. The right to a student ticket is checked by the Studyinfo service. See the section Students.

    You must purchase the ticket before boarding the means of transport, and the ticket must always be scanned at the ticket device to confirm its validity.

    Example:  A ticket purchased at 15:07 on 4 January expires at 15:07 on 3 February. A new ticket will cancel the validity period left on the current ticket which is why you should be careful about when you purchase it.

    2.4. Special tickets, other tickets

    Event ticket

    A Nysse event ticket is a combined ticket for public transport and entry to an event. Event tickets are always offered subject to a specific agreement with the event organiser. An event ticket is a ticket with a QR code or barcode that the event participant must scan at the ticket device on each trip.

    Personnel ticket

    A personnel ticket can be issued to drivers and traffic personnel working in Nysse services. It is a personal and fixed-term season ticket bound to the calendar year. The ticket entitles the holder to an unlimited number of trips in all zones during its validity period. A separate night fare does not apply. If the holder's travel card/travel account also has value, the ticket device primarily reads the personnel ticket.

    The employer maintains a register of those entitled to a personnel ticket in NellaPro benefit application. The employee has a duty to have the benefit removed from their travel card/travel account if their employment relationship ends during the ticket's validity period.

    Veteran ticket

    Finnish war veterans who have front-line-veteran or minesweeper status (home municipality Tampere, Pirkkala, Nokia, Kangasala, Lempäälä, Ylöjärvi, Orivesi or Vesilahti) are entitled to travel free of charge in all zones. The ticket is personal.

    Veteran tickets can be loaded onto the customer's personal travel card/travel account by the customer service. The customer can obtain a veteran ticket by presenting their front-line, active service or MR identifier (front-line-veteran ruling or a certificate of participation in minesweeper duties issued by the Military Archives or a Kela card with an R or MR identifier).

    Employer-subsidised ticket

    An employer-subsidised ticket is a value or season ticket ordered and paid for by the employer in full or in part. The employer decides on the selection of tickets they offer to their employees and the amount of the subsidy. The ticket may be used for both work and leisure travel. The customer can load the benefit onto their ticket in the customer service or Nella.fi online service. The ticket is personal.

    The employer maintains a register of those entitled to an employment ticket in NellaPro

    3.  Travel card

    The fee indicated on the valid price list is charged for travel cards. This fee cannot be refunded. You can purchase a travel card in Nella.fi online service (personal travel cards) or Nysse customer service. You can purchase a travel card for a minor in Nysse customer service (bring the minor's Kela card or proof of identity) or order it in Nella.fi online service through Suomi.fi e-Identification (guardian, e-Authorizations). The card bears a Nysse logo and a unique card number.

    When ordering or receiving a travel card, the customer agrees to these terms. As the travel card is handed over, a customer relationship is established between the customer and Tampere Regional Transport. It remains valid until one of the parties terminates it. To ensure that the customer relationship remains valid, the customer must comply with these terms. If you want to terminate the customer relationship, contact the customer service.

    The travel card is covered by a five-year technical warranty from the date of purchase. The warranty only applies to cards that are intact, not to wear and tear. The card owner or cardholder undertakes to handle their card carefully.

    The travel card can withstand normal conditions of use. For instance, the customer must not alter, duplicate, cut, fold, perforate, twist or break their card. The card must be kept carefully, ensuring that it is not damaged by such as bending or exposure to repeated mechanical stress.

    A travel card damaged through no fault of the customer (technical fault) can be replaced during the warranty period free of charge by the customer service. You must bring the old travel card with you to the customer service. If the problem is not caused by a technical fault during the warranty period, the fee indicated on the price list will be charged for a new card, in addition to a processing fee for the transfer of tickets.

    The fee indicated on the price list will always be charged for a card ordered in Nella.fi online service, and the fees will not be refunded in arrears. A processing fee will also be charged when a customer orders a replacement card.

    Tickets used with a travel card can be purchased at sales points and the customer service of Tampere Regional Transport. You must bring your travel card with you when buying tickets. You can purchase tickets for personal and company-specific travel cards/travel accounts in Nella.fi online service.

    You can change the age group of a holder-specific or company-specific travel card/travel account in the customer service during a season ticket's validity period, but the age group of a season ticket remains unchanged until the ticket expires. It is up to the customer to ensure that they have a ticket for the correct age group when travelling.

    When you buy a travel card in the account-based system, you will receive a travel card that serves as an identifier and a travel account (not just a travel account). The fee indicated on the price list will be charged for the travel card/identifier. A travel card/identifier cannot be linked to another travel account.

    Nysse travel cards can be used for the time being, or until we replace the cards or stop maintaining them. If a customer uses a travel card in breach of these conditions, the card may be withdrawn.

    In case of an exceptional disruption or fault, Nysse has the right to deactivate your travel card/identifier. The customer service will then provide you with a replacement travel card/identifier.

    The back-end systems of Nysse travel cards and Nysse Mobiili app are not connected. You cannot use travel card tickets in Nysse Mobiili, or vice versa.

    3.1. Lost travel cards

    Holder-specific travel cards (identifiers) cannot be deactivated or replaced with a new one. A lost personal travel card/identifier can be deactivated and reactivated by the customer service if necessary.

    The fee indicated on the price list is always charged for a new travel card/identifier. A processing fee will always be charged for ticket transfers.

    See the instructions and terms for Nella.

    In the account-based system, you can deactivate and reactivate your personal travel card (identifier) in Nella.fi online service (strong identification). It is up to you to deactivate/reactivate the correct travel card. The travel card must not be deactivated when you are travelling, which is why you must reactivate it before use. Only one travel card/identifier may be activated in the account at a time.

    In the account-based system, if you lose your (personal) travel card/identifier, you can order a replacement in Nella.fi online service.

    If you have not yet deactivated the travel card/identifier, this will be done when you receive a new identifier for the same travel account. If the identifier has been deactivated and you do not get a new one to replace it, you will not be able to use your travel account.

    If you have given someone a mandate in Suomi.fi e-Authorizations to manage your travel card services, this person can use Nella.fi online service on your behalf within the limits of the mandate. 

    3.2. Terminating a travel card/travel account and customer relationship

    The cardholder has the right to terminate their travel card/travel account and customer relationship at any time in the customer service. The customer must prove their identity. If a cardholder returns their personal travel card, the tickets on the travel card/travel account can be returned. You must bring your travel card to the customer service. A processing fee will be charged.  In order to terminate a travel account, the identifiers (travel cards) linked to it must also be terminated. All travel cards/travel accounts must be terminated before the customer relationship is terminated. A terminated travel card/identifier cannot be reactivated.

    If you cannot visit the customer service yourself, you can give another person a power of attorney that authorises them to handle the matter on your behalf. In the event of a customer's death, the remaining tickets on their personal travel card/travel account can be returned by the customer’s next of kin or estate (certificate of the estate or corresponding information and the next of kin's identity document will be required).

    The processing fee indicated on the valid price list will always be charged for returning tickets. When returning season tickets of more than 30 days, the processing fee will be charged for each remaining full or partial 30-day period, however for no more than six periods. Tickets cannot be returned if their value is lower than the processing fee or the travel card/travel account is holder specific. See the section Returning tickets.

    Nysse has the right to terminate a customer relationship if its terms have not been met. To ensure that their customer relationship remains valid, the customer must comply with Nysse's ticket and travel terms. Customer data stored in the customer register will be retained for one year after the customer relationship has been terminated. See the section Privacy policy.

    4. Returning tickets

    Palautuksesta peritään hinnaston mukainen käsittelymaksu.

    4.1. Travel card/travel account

    Upon request, unnecessary tickets loaded onto a personal travel card/travel account can be returned by the customer service. You must bring the travel card in question and proof of identity. The value of the return will be calculated based on the rate valid at the time the ticket was loaded. Tickets can be returned

    • by converting the remaining period of a season ticket into a value ticket
    • by paying the value ticket balance to the customer in cash
    • by paying the customer the price of the period remaining on a season ticket at the time of the return in cash
    • as a gift voucher.

    If the ticket is returned because of a change in the customer's life circumstances (incl. long-term hospitalisation, illness or unemployment), tickets that were on the travel card/travel account as the customer was first prevented from using them may also be taken into account. See the section Other enquiries.

    In the event of a customer's death, tickets remaining on their personal travel account/travel card as the customer service is contacted can be returned by the customer’s next of kin or estate.

    See the section Other enquiries.

    The processing fee indicated on the valid price list will always be charged for returning tickets. When returning season tickets of more than 30 days, the processing fee will be charged for each remaining full or partial 30-day period, however for no more than six periods. If the value paid for the returned tickets is lower than the processing fee, the tickets cannot be returned. Tickets loaded onto a holder-specific travel card/travel account cannot be returned. Benefit tickets cannot be returned because their price consists of shares paid in full or in part by the customer and the subsidy provider. Tickets with an employee benefit cannot be returned.

    4.2. Other payment methods/tickets (Nysse Mobiili, contactless payment, advance single ticket)

    Once purchased, tickets cannot be returned.

    5. Ticket reimbursement

    Requests for refunds or complaints are processed by the customer service individually. Bring proof of identity. To authorise another person to handle the matter, the customer can give them a power of attorney.

    Requests for refunds must be made within two months of the time when the customer noticed the error or should have noticed it. Payments for purchasing an incorrect ticket or charges due to the customer's actions (value ticket) will not be refunded.

    If you purchased the ticket from an operator other than Nysse, such as a MaaS service provider brokering tickets, you should contact the operator in question about any enquiries and refunds.

    5.1. Tickets on a travel card/travel account

    Incorrect ticket purchases

    Incorrect ticket purchases will primarily be corrected at the sales point where the error occurred. If this is not possible, the request for correction will be processed by the customer service in accordance with Nysse’s terms/instructions. If an incorrect ticket was loaded through the customer's fault or negligence, the matter will be processed as a ticket return, and a processing fee will be charged.

    If an incorrect ticket was purchased through the service provider's fault, the matter will be treated as a ticket return but no processing fee will be charged. Reasonable travel costs incurred because of the error may be reimbursed to the customer (at most two Nysse single tickets).

    Incorrect value ticket charges

    Incorrect value ticket charges will primarily be refunded to the customer's travel card/travel account, or in cash or as an electronic gift voucher, for example if the customer relationship has been terminated.

    Requests for refunds will be processed by the customer service in accordance with Nysse’s terms/instructions.

    5.2. Other payment methods/tickets (Nysse Mobiili, contactless payment, advance single ticket)

    Payments for purchasing an incorrect ticket or charges due to the customer's actions will not be refunded. Unclear cases will be handled individually by the customer service.

    6. Other enquiries

    When making enquiries, the customer must prove their identity and produce appropriate supporting documents to prove what happened.

    To authorise another person to handle the matter, the customer can give them a power of attorney.

    In the event of a customer's death, the tickets remaining on their personal travel card/travel account as the customer service is contacted can be returned by the customer’s next of kin or estate (certificate of the estate or corresponding information and the next of kin's identity document will be required). See the section Returning tickets

    A processing fee will be charged if the grounds for requesting a refund are due to the customer's error or negligence, or inability to use the ticket (for more than five days, for example because of long-term hospitalisation, illness). When requesting a refund for season tickets of more than 30 days, the processing fee will be charged for each remaining full or partial 30-day period, however for no more than six periods. If the value of the refund is less than the processing fee, tickets will not be refunded.

    If the grounds for claiming a refund are due to a fault on the part of the service provider, no processing fee will be charged.

    If you purchased the ticket from an operator other than Nysse, such as a MaaS service provider brokering tickets, you should contact the operator in question about any enquiries and refunds. 

    Card fees will not be refunded. No refund will be paid for benefit tickets and they cannot be returned, as their price consists of shares paid in full or in part by the customer and the subsidy provider.

    Traffic disruptions (such as a missing departure, arriving early or late) do not usually entitle you to a refund or damages. You must be prepared for a certain number of delays and cancellations of individual departures in local traffic. Separate instructions for paying damages will be issued in case of an extensive public transport strike, for example. See the section Force majeure or traffic disruption.

    6.1. Requests for a refund in arrears in special situations

    If you have been temporarily unable to use your valid season ticket due to an unexpected change in your life circumstances (for more than five (5) days, incl. due to long-term hospitalisation) and the situation may be considered unreasonable in an individual case, a request for a refund in arrears may be considered. This consideration may include tickets whose use data can be accessed, and only over the period for which you can reliably prove that you were prevented from using the season ticket (grounds for reimbursement). The refund will primarily be offered as a ticket that corresponds to the unused days at the start of your incapacity (account-based tickets), or otherwise with a gift voucher or cash in the customer service. A processing fee will be charged. In special situations, refund should be requested within one (1) year of the grounds for the refund emerging. 

    Example/account-based tickets:

    You have a 90-day season ticket whose last date of validity was 1 April. Due to an accident/illness, you have been unable to use the ticket from the first day of February. You contact the customer service on 2 April, at which time we can credit your travel account for the unused days with a season ticket of the same period (60 days) or, if necessary, with a gift voucher/cash. The processing fee indicated on the price list and in the terms will be charged for the refund (for 2 periods). You must bring with you the travel card in question, proof of identity and a reliable document showing the period during which the ticket could not be used, such as a medical certificate.

    7. Customer and age groups

    7.1. Children 

    Passengers aged 7 to 16 years can travel with a children's ticket.  A child aged under 7 needs a children's ticket if they are not accompanied by a passenger who pays for a ticket or is otherwise entitled to travel.

    7.2. Youth

    Passengers aged 17 to 24 years can travel with a youth ticket.

    7.3. Adults

    The age group of adults includes customers aged over 25.

    7.4. Seniors

    Customers aged over 65 will automatically receive a discount on a single ticket paid with value on their personal travel card/travel account (value ticket) between 9:00 and 14:00.

    7.5. Schoolchildren and students

    The tickets are personal.

    School ticket, basic education pupils

    A basic education or private school may grant a basic education pupil a school ticket that is loaded onto a personal travel card/travel account. More information is available from the municipality’s basic education services or the school.

    The ticket covers one or two trips on school days during the school year between 6:30 and 17:00. The ticket is valid in zones A to C, and it can also be used to transfer between means of transport (90 min).

    Once the ticket has been granted, it can be loaded onto the child’s personal travel card/travel account in Nella.fi online service or in the customer service.

    The party ordering the tickets (such as a school) has the right to request that a school ticket is removed from a personal travel account (for instance, because the right to the benefit in question no longer applies).

    School transport subsidy ticket (supported by Kela), upper secondary level students

    Secondary level students participating in free education can apply to Kela for a school transport subsidy (OmaKela). Further information: Kela.

    Tickets can be purchased in Nella.fi online service or the customer service.

    The school transport subsidy ticket is a 30-day season ticket subsidised by Kela that secondary education students can load onto their personal travel cards/travel accounts. A Nysse school transport subsidy ticket covers an unlimited number of trips throughout the Nysse area, in all zones.  This ticket cannot be returned.

    Student season ticket

    The student’s information must be found in the Finnish National Agency for Education’s Studyinfo service. The student's right to a season ticket is checked in Nysse Mobiili app or on its administration page.

    The student benefit is available for 30-day season tickets purchased in Nysse Mobiili.

    A full-time student aged 17 or over who is studying at a general upper secondary school, vocational institution, higher education institution or university qualifies for a discount on public transport. The studies must lead to an occupation, qualification or a degree, and the duration of the academic year must be at least 8 months.

    Student discounts do not apply to those studying under an apprenticeship agreement, in labour market training or in folk high schools, in preparatory education or abroad.

    8. Right to travel without a ticket

    Instructions issued by VR apply to train services; for more information visit: vr.fi.

    8.1. Children

    Children aged 0 to 6 years may travel with a passenger who pays for their ticket or is otherwise entitled to travel. In groups, at most six children aged under 7 years may travel per a paying passenger. 

    8.2. Passengers travelling with a pram or stroller

    A passenger pushing a child in a pram or stroller and any children aged 0 to 6 years with them may travel free of charge on buses and trams. An empty or folded stroller, a baby wrap or a sling does not entitle a passenger to free travel. When travelling with a stroller, make sure that it is safely on board and does not cause danger or inconvenience to other passengers. 

    On train services, instructions issued by VR are followed: vr.fi. A passenger travelling on commuter trains with a child in a pram or stroller can travel free of charge. On long-distance trains, the passenger must have a ticket but the child's trip is free of charge. Further information: vr.fi 

    8.3. Passengers with reduced mobility

    Wheelchair users and their assistants can travel free of charge.

    Electric wheelchair users can travel on trams. However, electric wheelchairs are only transported on buses marked with a wheelchair icon.

    Rollator users travel free of charge.  A folded rollator does not entitle the passenger to a free trip. In service bus (demand responsive services), a fee is charged for travelling with a rollator.

    For safety reasons, electric scooters and mopeds are not transported on buses and trams.

    8.4. Passengers with visual impairments

    Passengers with visual impairments may travel free of charge on buses and trams under certain conditions.  They must carry an EU disability card and show it to the bus driver and, on request, to the ticket inspector on a tram or bus. They must also have an aid that shows that they have a visual impairment, either a white cane or a guide dog.

    8.5. Disabled passengers' assistants

    An assistant can travel on Nysse services free of charge if the person they are assisting has an EU disability card with an A marking. Unless the person to be assisted is entitled to a free trip for some other reason, they pay for their trip as usual. The assistant must travel and disembark with the person they are assisting. 

    9. Instructions for using tickets and travelling

    The ticket inspection in the Nysse traffic area are performed by the City of Tampere as actions taken by authorities. On trains, the inspections are organised by VR.  The operations of ticket inspectors are based on the act on penalty fares in public transport (469/79) and the act on maintaining order in public transport (472/77). 

    The penalty fare of EUR 80 is issued if the passenger does not have the ticket entitling them to the trip.In order to continue the trip, the passenger must also purchase the ticket that entitles them to the trip. If the ticket was purchased with a mobile wallet, the customer must be prepared to show the payment transaction of the mobile wallet to the inspector.

    The situations in which the penalty fare can be issued include: 

    • the passenger does not have a ticket or other right to the trip 
    • the right to the trip has not been confirmed (e.g. the travel card has not been presented to the reader) 
    • the passenger uses another’s personal ticket (e.g. a student ticket, Kela school transport subsidy ticket, school ticket, employment ticket) 
    • the ticket is not valid 
    • the passenger has a ticket of a lower age group: an adult has a youth or children’s ticket, a youth a children’s ticket. The senior discount can only be used by a passenger aged 65 or older. 
    • the passenger has the ticket of a wrong tariff (wrong zone, old tariff) 
    • the travel card has been blocked. 

    Inspectors may wear civilian or official clothes. Inspectors have an inspector passport which they will show upon request. Inspectors wearing civilian clothes have the inspector passport on a visible place throughout the inspection. 

    An inspector has the right to apprehend a customer travelling without a ticket. 

    According to the act on penalty fares on public transport, the customer must, upon the inspector’s request, give their personal details. The penalty fare cannot be paid in the inspection situation with cash nor bank or credit card. A passenger who has been issued a penalty fare may demand that the inspector’s decision be changed. 

    9.1. Travel card

    You must always scan your travel card at the ticket device when boarding a means of transport (and in the platform area at train stations). Only scan the card once, unless you are paying for another person’s trip. While the ticket is valid, you can use it to transfer between means of transport. The travel card and the identifier must be active throughout the trip.

    If the ticket device fails to work, you can check the ticket information or right to transfer on another reader on the means of transport or with an inspector’s device. If the card is defective, the customer must purchase a ticket by other means. A defective card can be replaced by the customer service. A card fee will be charged for this. If a technical fault occurs in the card during the warranty period, the card fee will not be charged. See also section 3, Travel card.

    9.2. Nysse Mobiili

    You can download the Nysse Mobiili app in Google Play or App Store.

    A ticket purchased in the app (single ticket, day ticket, 30-day student season ticket) must be confirmed on each trip. Place your phone under the scanner with the display facing upwards, enabling the device to read the ticket QR code. Upon request, you must show the ticket to the driver or an inspector. Make sure that your device battery will not go flat during the trip. 

    You can also buy a single or day ticket for several people travelling together in the app. Children aged 0 to 6 years do not need a ticket when travelling with an older passenger.

    The tickets become valid at the time of purchase.

    9.3. Contactless payment

    Payments made with Visa, Mastercard and Eurocard cards with contactless payment features are accepted. Payment cards (mobile wallets) linked to mobile devices, such as Apple Pay and Google Pay, are also accepted. You should always use the same payment card or mobile wallet to pay for the ticket in order for the price cap to work correctly. The contactless payment price cap initially calculates your trips over 90 minutes (single ticket). It then starts to apply a 24-hour price cap (day ticket). Even if you scan the same payment method at a ticket device several times, the final charge will not exceed the price cap (the lowest price based on the number of zones).

    You can only use a contactless payment method to pay for one person’s trip at a time.

    For contactless payments you should use the reader provided for this purpose in bus or tram ticket devices. To select the payment method, tap the contactless payment button on the ticket device, after which you select the correct zones. You then point the payment method at the reader on the left side of the ticket device. The ticket device acknowledges an approved purchase but does not show the price of the trip. No receipt will also be printed for the payment, as the price charged to the customer will be calculated in the back-end system based on the trips made by them. The payment card must also be scanned in the ticket device when transferring to ensure that the correct price will be charged (price cap).

    To check the fees charged and the trips made, you can log in to the customer portal (nysse.littlepay.com) with your payment card information.  You can additionally print a receipt in the portal. You can also check the charges in the services of the provider whose payment card you have linked to the app or your bank's services (such as Apple Pay, Google Pay).

    If the fee cannot be charged, the payment card will end up on Nysse's deny list. After this, it can no longer be used for contactless payments on Nysse services. Once the fee has been successfully charged, the card will be removed from the deny list. Payment of the debt will be automatically requested from the customer’s account for two weeks (Visa) or 30 days (Mastercard) and after each attempt to use the card at a ticket device. 

    9.4. Advance single ticket

    Place your ticket under the scanner with the display facing upwards, enabling the device to read the ticket QR code. Upon request, you must show the ticket to the driver or an inspector.  

    The validity period of the ticket starts when you scan the ticket QR code in the reader at the beginning of the first trip. You must use the ticket within 3 months of the time of purchase. You should store the printout carefully, as the QR code must be readable when you use the ticket and in case of a ticket inspection. For example, if the QR code of the ticket is crunched or faded badly enough to be unreadable, the ticket cannot be accepted.

    The ticket is valid for 90 minutes after you have scanned it at the ticket device for the first time. You must scan the ticket at the ticket device on each trip to confirm its validity.

    9.5. Night fare

    In addition to the normal fee, a night fare is charged in Nysse services between 00:00 and 04:40. The night fare will also be charged for transfer trips starting after midnight, even if you had paid for a single ticket before midnight.

    The night fare is automatically charged to the value ticket of travel card users if there is enough value left. When you use a mobile ticket or contactless payment, the night fare will be charged automatically as you purchase a single ticket.  It is not possible to pay just the night fare separately.

    No night fare will be charged to a person entitled to free travel. The night fare is included in season, day and event tickets.

    9.6. Payment zones

    The Nysse area is divided into three payment zones, A, B and C. Nysse tickets are always purchased for at least two adjacent zones. The zone is displayed in the information of each stop in Nysse timetable services, and the exact zone boundaries are shown in Nysse journey planner.

    If necessary, you can change the zones set when purchasing monetary value for a travel card/travel account (value ticket) in Nella.fi online service, at a sales point or in the customer service.  The zones on season tickets and mobile tickets you have purchased for a travel card/travel account cannot be changed, and you cannot combine tickets for two different zones for a single trip, for example by purchasing AB and BC tickets separately.

    You can pay for a trip that differs from the default ticket zones (non-default trip) with a travel card value ticket by selecting the zones on the bus or tram ticket device and then scanning the card in the reader. When using contactless payment, you must always select the zones before paying with a payment card.

    9.7. Transfers

    You can transfer to another means of transport in the zones covered by your ticket while the ticket is valid. The ticket may expire during the trip made on the last means of transport. It is enough for the ticket to be valid when you board the means of transport. When transferring, use the same ticket, card or payment application as on the first trip.  

    9.8. Park & Ride

    Park & Ride facilities are located near a station or a stop and you can, for example, check their locations in the journey planner or on nysse.fi. The parking area is intended for those who continue their journey on public transport. The parking time is limited. Park & Ride facilities may be subject to a fee or free of charge. Always check the instructions for each Park & Ride area before parking.

    9.9. Prohibited activities, substances and objects in means of transport

    A public transport vehicle is classified as a public place to which the provisions of the Public Order Act (612/2003) apply. For example, the following are prohibited on a means of transport:

    disturbing public order and endangering safety, such as by making noise or threatening behaviour likely to cause fear

    use of intoxicating substances

    transporting dangerous goods (such as gas cylinders or corrosive substances) and having them in your possession

    possession of objects and substances suitable for harming another person.

    A customer who violates these regulations may be removed from the means of transport without being entitled to a refund for their ticket or other compensation.

    10. Ticket inspections

    Ticket inspections in the Nysse area are carried out by the City of Tampere as official activities. On trains, tickets are inspected by VR. The activities of ticket inspectors are based on the Act on Inspection Fees on Public Transport (469/79) and the Act on Keeping Order on Public Transport (472/77).

    The passenger must present a correct ticket. If the ticket was purchased with a mobile wallet, the customer must be ready to show the mobile wallet payment transaction to the inspector. Show the ticket to the inspector on the same card or app you used when travelling. If the phone on which you use the ticket has run out of battery or it fails for some other reason to the extent that you cannot display your ticket, the inspector may issue an inspection fee to you and charge you for the price of the ticket entitling you to the trip. Be ready to provide reliable proof of your identity if you travel with a personal ticket or one that includes a discount based on your age group.

    An inspection fee of EUR 80 will be charged if the passenger does not have a ticket entitling them to the trip in question. The passenger must also purchase a ticket that entitles them to the trip. If you travel without the correct ticket, you may also be removed from the means of transport. The inspection fee cannot be paid at the time of the inspection.

    For example, an inspection fee may be imposed in the following cases:

    • the passenger does not have a ticket or other right to travel
    • the right to travel has not been confirmed (for example, a travel card has not been scanned at the ticket device)
    • the passenger is using someone else’s personal ticket (such as student tickets, school transport subsidy tickets issued by Kela, school tickets, employer subsidised ticket).
    • the ticket is not valid (a ticket must be purchased before boarding the means of transport, and it must remain valid at transfers), or the identifier (such as a travel card) is not active throughout the journey
    • the passenger has a ticket for a lower age group: an adult has a youth or a children’s ticket, or a young person has a children’s ticket. The discount for seniors can only be used by a passenger aged over 65.
    • the passenger has a ticket for the wrong zone. The ticket must be valid in all zones through which you travel.
    • the travel card/travel account has been deactivated/terminated.

    Passengers are required to present their tickets upon request by a ticket inspector. Refusal to present a ticket or neglect to do so is considered a violation of the ticket terms and conditions, which is treated as traveling without a ticket.

    If you present a forged ticket, the matter will be referred to the police for investigation (report of an offence). 

    The inspector may be wearing a uniform or civilian clothes. Inspectors carry ID cards, which they will show on request. Inspectors in civilian clothes keep their ID cards visible throughout the inspection.

    The inspector has the right to apprehend a customer travelling without a ticket.

    Under the Act on Inspection Fees, the customer must give their personal data to the inspector upon request. A passenger who has been issued with an inspection fee may request an administrative review of the inspector’s decision.

    11. Checking your information

    Nella.fi online service
    Here you can see the tickets purchased for your travel card/travel account. With strong identification, you can also see the usage data of your travel cards for a certain period of time and the data stored in the customer register.

    Ticket devices
    When you hold your travel card on the ticket device for a longer period, you will see the details of the ticket you have purchased, as well as the remaining value and period. However, do not scan the ticket a second time unless you mean to make a second payment. 

    Mobiilinysse.fi
    Here you can see information about the tickets you have purchased in Nysse Mobiili app, your purchase history, and your Nysse ID. You can also download a receipt for a ticket you have purchased.

    Nysse.littlepay.com
    Here you can see the charges paid with contactless payment and the trips completed. Use your payment card information to log in to the portal.  You can additionally print a receipt in the portal. You can also check the charges in the services of the provider whose payment card you have linked to the app or your bank's services (such as Apple Pay, Google Pay).

    Sales points
    At sales points you can check the latest transactions on your travel card/travel account (ticket purchases/travel).

    Customer service
    In Nysse customer service, you can request information on tickets and value purchased for your personal travel card/travel account over a certain period of time. You can also enquire how the value has been used and what data have been stored in the customer register. To access this information, you must prove your identity (official identity card, passport, driving licence or Kela card with a photo). If you are contacting the customer service on behalf of another person, you will need a power of attorney issued by that person and your proof of identity.

    12. Bicycles, luggage and pets

    Instructions issued by VR apply to train services; for more information visit: vr.fi. 

    Ordinary and well-behaved pets can be transported on a bus or tram at the owner's responsibility if there is room on the means of transport. Pets must be kept on a lead throughout the journey. You and your pet can be removed from the means of transport if your pet causes inconvenience or damage to other passengers or the means of transport. 

    A police dog, guide dog for the visually impaired, assistant dog for a person with reduced mobility, or dog being trained as an assistant dog may always be brought onto a bus or a tram. 

    You may carry normal luggage with you free of charge. A separate fee will not be charged for your luggage. You must take care of and be responsible for your luggage yourself.

    12.1. Modes of transport not subject to a charge

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

    • rollators 
    • a bicycle or balance bike belonging to a child aged under 7
    • a folded bicycle or scooter
    • a skateboard, scoot and small hoverboard.

    12.2. Modes of transport subject to a charge  

    The space available for various aids and means of transport is limited. For the following modes of transport, a one-off fee based on the passenger's age group as well as a night fare between 0:00 and 4:40 will be charged, in addition to the fee for the passenger's trip:  

    • bicycles belonging to persons aged over 7 
    • e-bikes and kickbikes 
    • large e-scooters and Segways that you cannot carry 
    • large hoverboards.

    When transporting a bicycle or other mode of transport, stay close to it and make sure that it does not fall over or otherwise cause inconvenience to other passengers. 

    13. Force majeure or traffic disruptions

    An event that prevents or makes it unreasonably difficult to fulfil obligations within the specified time is deemed a force majeure. Force majeure situations (incl. a natural disaster or an extensive strike/work stoppage affecting Nysse services) do not entitle customers to damages as a rule. We will inform customers of a force majeure as soon as possible after it has come to our attention.  Any practices concerning damages will also be announced on nysse.fi, and separate instructions will be provided after the situation has been resolved. 

    Occasional minor deviations from timetables, such as a missing departure or part of it, or arriving early or late, will not as a rule entitle customers to ticket price reimbursements or damages. As a basic premise, this entitlement will also not apply when a timetable deviation is caused by an unforeseeable traffic disruption that Nysse could not reasonably have prevented. In this case, the passenger must use other Nysse lines as far as possible or wait for a replacement departure. When planning the trip, you should already consider the fact that the timetables for intermediate stops are estimated arrival/departure times for the stop in question. 

    If the reason for the delay was not unforeseeable, the delay of the departure was significant and no replacement departure was available within a reasonable time, the possibility of a refund/damages will be assessed in individual cases. A request for a refund should be submitted within two (2) months of the date on which the grounds for the refund emerged. 

    14. Traffic-related injuries

    Any claims for damages are processed with the operator and their insurance company. Each claim will be processed individually on its own merits.

    The claim can be filed directly with the operator or on nysse.fi. The claim must include the exact time and place of the incident, the direction in which the service was travelling, line, operator and vehicle number.

    15. Defects and complaints

    In addition to these terms and conditions, separate terms and conditions are applied to the use of the Nella-fi online service, NellaPro benefit ticket application, Nysse Mobiili, and city bicycle service:

    • Nella.fi online service
    • Nella Pro benefit ticket application
    • Nysse Mobiili
    • city bicycles.

    The terms and conditions are available on the Nysse website.

    15.1. Possible damages

    If a complaint is accepted, the customer may be compensated for reasonable costs caused by the defect in compliance with consumer protection regulations.

    It is your duty to minimise the costs incurred from the damage.

    We will not pay compensation for unnecessary and needless costs. We will not pay compensation for damage that you could have limited by your own actions.

    The precondition for receiving compensation for damages always is proof of direct damage being sustained (such as expenses incurred from travel to the customer service). You must produce a receipt or other reliable documentation of the costs incurred, which is why you should keep any tickets, receipts and other documents. 

    We will not pay compensation for indirect damages (such as loss of earnings) unless this is required by law due to the degree of negligence and other causes of the damage.

    Upset or emotional distress will not entitle you to compensation.

    16. Nysse service promise and values

    Our customer experience is smooth, safe and high in quality. Nysse is an attractive choice for mobility throughout our rapidly growing region.

    We strive to provide an accurate and smooth service – both in traffic and on our digital channels. Nysse is a reliable choice for everyday travel.

    The provision of Tampere Regional Transport services is guided by the following three key values:

    • Easy and carefree

    Our services are equally easy for first-time users and more experienced passengers, from planning to reaching the destination.

    The customer wishes to travel with us again and again.

    • Effective and responsible

    We proudly bear the responsibility for what we do.

    By taking care of our customers, employees and society we ensure that our operations have positive impacts on the current and future generations.

    • Innovative and developing

    We develop public transport with a customer-oriented approach, by listening to the current wishes of Tampere region residents and by anticipating their future needs.

    We have an open attitude towards change.

    We aim for bold and agile development of our current and new services.

    17. Terms of other Nysse services

    In addition to these terms, Nella.fi online service, Nella Pro benefit ticket application, Nysse Mobiili app and the city bike service are subject to separate terms of use:

    • Nella.fi online service
    • Nella Pro benefits ticket application
    • Nysse Mobiili
    • city bikes.

    See nysse.fi for their terms.

    18. Customer registers and data protection

    When you use our services, your data are stored in the customer register. The data are processed in accordance with these terms, the Privacy policy of the customer register and any information provided on a specific service. Nysse and its subcontractors have the right to process your personal data in compliance with the EU General Data Protection Regulation, other applicable legislation and official guidelines as described in the Privacy statement.

    We process your data carefully and securely and expect our subcontractors and partners to do likewise. We collect our customers’ personal data to be able to provide smooth and effective transport services. For information on the collection and processing of personal data, see the Privacy policy.

    Customer register and customer feedback register for Tampere Regional Transport

    • Customer register
      • Customer register for the travel card system (customers who have purchased a personal travel card)
      • Nella.fi online service (service users)
      • Benefit ticket register (customers entitled to a benefit)
    • Customer feedback register (customers who have used the feedback channels)

    The controller of the data collected by Nysse is the City of Tampere. For the Privacy policies of these registers, visit the website of the City of Tampere.

    The developer and administrator of Nysse Mobiili app is Waltti Solutions Oy, which is also responsible for the registers of this service.

    For the Privacy policies relating to ticket inspections, visit the City of Tampere website.

    For the terms of Nysse services and the Privacy policy for contactless payments, visit nysse.fi.

    19. Applicable law and settlement of disputes

    The Finnish law will be applied to these terms and the services and goods, the terms applicable to specific services and goods, as well as to any agreement concluded on services or goods.

    In case of a dispute, always contact the customer service first.

    If the dispute cannot be settled in negotiations between the parties, you as a consumer have the right to refer the matter to the Consumer Disputes Board. Before doing so, you should contact the Consumer Advisory Services, as the Consumer Disputes Board may otherwise decline to process the case.

    20. Transfer of and modifications to the terms

    You cannot transfer your rights and obligations under these terms to a third party without our prior written consent. Nysse has the right to transfer the rights and obligations under these terms to an organisation to which our tasks are transferred in whole or in part on the basis of legislation or an agreement.

    We reserve the right to modify these terms, ticket products, pricing, services, coverage of services, timetables, routes, ticket payment methods, and the sales methods and sales points of tickets.

    We will notify the customers of any material changes to the terms on nysse.fi, by email or by other suitable means within a reasonable time before the change takes effect. We reserve the right to modify the terms immediately if, for example, the change is based on a legislative amendment, the decision of an authority or a force majeure.

    21. Contact information

    Tampere Regional Transport (Nysse)

    Business ID: 0211675–2

    Nysse website: nysse.fi

    Phone: 03 5656 4700 Nysse customer service (telephone service charges and opening hours: nysse.fi)

    Email: joukkoliikenne@tampere.fi