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General terms

Where to buy your ticket

  • At Västtrafik’s points of sale
  • In the Västtrafik To Go app
  • Using the Auto top-up service
  • From ticket dispensers on trams and at some stops
  • From the driver or on-board staff on some vehicles.

How to pay for your ticket

You can pay for your ticket with a payment card or in cash. More information about the payment options that are available on board our vehicles and through our sales channels can be found on Västtrafik’s website.

You can pay by payment card in the Västtrafik To Go app.

Pay using “Auto top-up”

You can link your Västtrafikkort to the “Auto top-up” service. With “Auto top-up period” a new period is added when the current one ends and with “Auto top-up pay-as-you-go” the card is topped up with SEK 200 when the balance falls to or below zero. The top-up takes place automatically when you present your Västtrafikkort to a card reader.

You can cancel an automatic purchase by presenting your card to a card reader and pressing the “Å” button. You must do this within ten minutes of the purchase.

Order “Auto top-up”

To order the Auto top-up service, you must be at least 18 years of age and be registered as a Västtrafik customer on My Pages. You must provide your correct mobile phone number and email address so that Västtrafik can communicate with you by text message and email.

Once you have ordered the Auto top-up service the first purchase is made. You must activate the Auto top-up service by presenting your card to a card reader within 180 days of ordering it, otherwise it will become invalid and you will not be given a refund. This applies to both period tickets and pay-as-you-go purchased using the Auto top-up service.

Please note that it can take up to seven days from the date of ordering before the service is available and that you must present your Västtrafikkort to a card reader in order to activate the service.

Cancel “Auto top-up”

You can cancel the Auto top-up service on Västtrafik’s website under My Pages. To ensure that a new period is not started, you must cancel the service no later than eight days before your validity period expires.

Please note that it can take up to seven days from the date of cancellation for the service to be cancelled. If you auto top-up the card during this time, the above terms and conditions apply. 

Västtrafik has the right to terminate the Auto top-up service where:

  • Payment is not approved or allowed
  • The passenger is in breach of Västtrafik’s terms and conditions of purchase and travel
  • The passenger abuses the service
  • The service is altered or withdrawn.

Vouchers and gift cards

You can use Västtrafik vouchers to pay at Västtrafik’s points of sale but not on board vehicles. No change is paid.

You can use Västtrafik gift cards to buy tickets. Gift cards are valid for one year from purchase.

Receipt and delivery

Tickets are delivered in several ways. Tickets delivered to a Västtrafikkort or a mobile device are linked to the card or device to which they are delivered.

You will always be offered a receipt when you make a purchase at one of Västtrafik’s points of sale.

If you are registered on My Pages, you can view your purchases there.

Activation

If you need to activate your ticket yourself after purchase, it is your responsibility to check that the validity conditions of the ticket have not changed since you bought it. If, for example, you buy a youth ticket just before your 20th birthday but do not activate it until after your 20th birthday, you will need to buy a supplement in order for the ticket to be valid for an adult.

Ticket validity

The ticket is valid for travel in accordance with the terms and conditions that apply when it is activated (see Activation above).

The validity period and the zones in which the ticket is valid vary depending on the type of ticket.

Loss and blocking of tickets

You are responsible for your ticket.

Västtrafik can only pay compensation if the loss is the result of circumstances for which Västtrafik is responsible. Västtrafik is not responsible for technical problems at other parties, such as internet service providers, or for technical problems with a mobile device, etc.

If you are registered on My Pages, there is a loss guarantee for period tickets and pay-as-you-go tickets. Some tickets can be blocked.

A mobile ticket is linked to the mobile device used to purchase it. If the mobile ticket is registered and linked to your account on My Pages, you can transfer the ticket to a different mobile device. You may need to do this if you lose your mobile device, for example. You can make this kind of transfer no more than twice in any 30-day period.

If the unauthorised use or misuse of a mobile ticket is suspected, Västtrafik can fully or partially block the ticket and/or access to the Västtrafik To Go app without prior warning. Västtrafik also has the right to apply a block if this is necessary for technical, security or other reasons in order to protect the interests of customers, third parties or itself.

Exchanges and refunds

There is no cooling-off period when you buy a ticket.

Tickets can only be refunded or exchanged if this is stated in the terms and conditions that apply for the specific ticket type or if the passenger is entitled to a refund under the Swedish Act on the Rights of Public Transport Passengers. 

A period ticket can be refunded if Västtrafik changes the transport services available. In this case, the services available must have changed more than you could reasonably presume at the time of purchase. The change must also be of substantial importance for you. In such cases the value remaining at the time of the refund will be refunded.

Claims

If your ticket is incorrect or is delivered late, you can make a claim for this from Västtrafik Customer Service. If there is an error on a ticket you have purchased, you must make a claim within 60 days. Use the claim form provided here on Västtrafik’s website.

If you suspect an error after travelling using pay-as-you-go, you can report the error on Västtrafik’s website under My Pages. You must submit such a claim no sooner than 48 hours after your journey and no later than 60 days after your journey.

You can get help with a damaged Västtrafikkort in a Västtrafik shop or from transport staff and at points of sale.

Personal information

Västtrafik is the controller of personal data for the processing of the personal information you provide. When you provide information, you consent to Västtrafik processing it for the purposes described here.

Västtrafik stores your personal identity number, first name, surname, residential address, telephone number and email address. Västtrafik also records your mobile phone number and travel habits. Every month, Västtrafik retrieves address information from Statens personadressregister (SPAR) and updates any change of address or change of name. On My Pages you can see what information Västtrafik has stored about you.

Västtrafik also records purchase and travel transactions. The purchase and travel history may be classified as confidential under the Swedish Public Access to Information and Secrecy Act.

When you make a payment using a payment card, Västtrafik works with DIBS Payment Services AB to check the purchase. No sensitive information about your payment card is provided to Västtrafik and DIBS guarantees that this payment method complies with the security requirements of the banks.

The personal information recorded is used to enable Västtrafik to fulfil its obligations, to provide services to Västtrafik’s passengers, such as ticket purchases, requests for refunds or delay compensation, and to handle enquiries made to Västtrafik’s Customer Services. Personal information may also be used during ticket inspections in order to verify a ticket’s validity and in order to provide information and offers regarding Västtrafik’s products and services. In some cases information may be used in market research surveys, participation in which is voluntary.

Västtrafik only provides personal information to suppliers working on behalf of Västtrafik, unless other disclosure is required by law, ordinance or public authority regulation, or is otherwise necessary in order to allow us to fulfil our obligations to you.

Once per calendar year you can request to receive information free of charge about the personal data Västtrafik holds about you. You can request the correction of incorrect or incomplete information at any time.

You should send your request for information or for the correction of incorrect data to:

Västtrafik AB
Registrator                                                                                          

Box 123
541 23 Skövde

The personal information recorded about you is stored by Västtrafik until you choose to deregister as a passenger. You can view your purchases and travel history on My Pages for 90 days. This information is then pared down and archived.

Cookies

Västtrafik uses cookies, which are small text files that are stored on your computer or mobile device when you use our website and our apps. These store information such as personal settings, which allow us to track your use of Västtrafik’s website or apps and personalise your visit. By visiting Västtrafik’s website and apps you consent to Västtrafik’s use of cookies. Västtrafik does not use third-party cookies. If you want to know when your device receives a cookie, you can set up notification of this in your web browser. This enables you to accept or reject a cookie. You can also set your device to reject all cookies.

Lifespan of your Västtrafikkort

The Västtrafikkort has a limited lifespan. Cards bought before November 2012 can be used for up to five years. Cards bought from November 2012 onwards can be used for up to eleven years. You can find information about the lifespan of your card on the receipt given to you when you buy a ticket that is added to the card and on My Pages on Västtrafik’s website.

Cards that are approaching their expiry date can be exchanged in a Västtrafik shop, by transport staff or at a point of sale. Any tickets or money on the card will be transferred to the new card.

Replacement of the ticketing system

If Västtrafik replaces its ticketing system, it may be necessary to replace tickets. If so, this will take place over a transitional period of 24 months.

Expired tickets

Some expired tickets can be redeemed. 

Corporate customers

For passengers travelling using company cards, both the general terms and conditions of travel and the special terms and conditions of purchase for corporate customers apply.

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