Savonlinja - Online store terms and conditions

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Online store terms and conditions

Terms of Use and Privacy Policy of Savonlinja 

These terms of use relate to the offering of the Savonlinja service and form a binding contract between the Service Provider and the Customer (combinedly the “Parties”).

By agreeing to these terms, you commit as a Customer to abide by these terms when using the Savonlinja service. If you do not understand or agree to these terms of use, do not use the Savonlinja service.

The purpose of the Savonlinja service is to provide bus services and trips operated by Savonlinja Oy and its partners and to make it easier to search for timetables and purchase tickets. Travel packages and so-called adventure trips offered by Savonlinja Oy and its partners can also be purchased from the Savonlinja service, which adventure trips may contain for example transportations to various events or combinations of transportation and an event ticket or transportation and accommodation (“Adventure trips”).

The “Service Provider” is Savonlinja Oy (business ID 0165069-7), Prikaatinkatu 3 A, 50100 Mikkeli, Finland.

1. The Savonlinja service and its use

1.1 The Savonlinja service consists of a mobile application and an online shop and these terms of use are applied as a whole to both, unless separately otherwise stated.  

1.2 From the Savonlinja service it is possible to search for bus services offered by the Service Provider and their timetables, and to purchase travel tickets (“Use Purpose”). In the service it is also possible to reserve trips (charter trips and adventure trips), give customer feedback or order a newsletter. It is only allowed to use the Savonlinja service in the purpose according to the Use Purpose and in the scope allowed by these terms of use.

1.3 In the customer profile according to paragraph 5 of a minor or otherwise legally incompetent person it must be stated that he/she has his/her guardian’s consent to travel, if such a consent is required in valid instructions and regulations, and he/she must be prepared to present a guardian’s written consent to travel when using a ticket. The legal guardian of a minor or otherwise legally incompetent person can however use the Savonlinja service on behalf of his/her dependent.

1.4 By using the Savonlinja service the Customer confirms and assures that he/she has read, understood and agreed to the terms of use and he/she commits to abiding by them.

1.5 The customer assures that he/she agrees to the offering of the Savonlinja service such as it is.

1.6 The Savonlinja service is mainly available at all times of the day and night, but service halts can from time to time occur in the service, about which the Service Provider is not required to separately inform the Customer beforehand. The customer is responsible for Internet and data connections and devices required for using the Savonlinja service and the Service Provider is not responsible for their availability, usability or suitability for the purpose.

2. Fees, payments, paying and purchasing and exchanging tickets

2.1 A ticket purchased from the Savonlinja service is a ticket purchased from Savonlinja Oy’s own mobile application or online shop, with which it is possible to travel on either long-haul and local traffic services. Tickets for adventure trips and event transportations can also be purchased through the above-mentioned sales channels. For charter trips it is possible to make a call for bids, from which the information about the person making the request is stored. A ticket for long-haul traffic authorizes you to travel one time at the time mentioned on the ticket on the connection mentioned on the ticket on a Savonlinja Oy service. The price of the ticket is based on dynamic pricing and is thus not valid on trips that are shorter or longer than the route marked on the ticket. A fee is collected for all ticket changes. The travel ticket authorizes you to a seat in the vehicle. The Customer must at the start of the trip present a paper or digital travel ticket or other confirmation of purchase provided by the Savonlinja service as a travel ticket to the driver or be prepared to confirm his/her identity with a photo ID.

We charge 0,50 € service fee in Savonlinja online shop and Linjalla -mobile app. The service fee is charged only once per purchase and it is not charged from our registered loyal customers. 

A seat ticket for long-haul traffic can be redeemed in connection with the purchase of the travel ticket. The reservation costs 1.90 €/person/way. Seat tickets can be reserved for the five front rows of the vehicle and the reservation is only valid on the service marked on the ticket. A person travelling without a separate seat reservation must be prepared to give up the seat to someone who has made a seat reservation in the seats in the first five rows.

A local traffic ticket purchased through the mobile application authorizes you to travel within the local traffic in the zone of the city mentioned on the ticket during the validity period of the ticket. The validity period of the ticket can be checked in a time counter on the mobile ticket.

An adventure trip ticket purchased through the online shop authorizes you to travel one time at the time mentioned on the ticket on the adventure trip mentioned on the ticket driven by Savonlinja Oy. An event transportation ticket purchased through the mobile application authorizes you to travel on a Savonlinja Oy bus on the event transportation mentioned on the ticket during the validity period of the ticket.

2.2 The Service Provider has the right to update the prices for tickets in the Savonlinja service and to collect possible service fees for delivery of travel tickets. The ticket prices and possible service fees are specified at all times in the Savonlinja service in connection with the purchase of tickets.

2.3 The Customer is responsible for the validity of the information provided when purchasing a travel ticket. The Customer is responsible for problems with delivery of tickets failed due to incorrect information. The Customer is responsible for incorrect purchases.

2.4 A travel ticket cannot be returned, unless otherwise agreed.

2.5 A registered customer can exchange a long-haul traffic travel ticket by logging into his/her own account in the Savonlinja online shop. An incorrectly purchased travel ticket can also be exchanged by contacting our customer service in good time on our contact form, the response time for contacts is 1–5 work days. In more urgent cases we wish for contacts over the phone +358 20 141 5500. A service fee according to the price list valid at any time can be collected for exchanging the travel ticket. 

2.6 Tickets authorizing you to a reduced price can be purchased from the Savonlinja service, but the Customer must be able to prove to the driver at the start of the trip his/her proofs authorizing the reduced price: a student identification, a pensioner’s identification or an ID card. If the Customer cannot prove his/her right to a reduced price, the Customer must pay the difference between the price of the reduced-price ticket and the real normal priced ticket.

2.7 Purchases can in the online shop be paid through the most common online banks used in Finland or with the most common credit cards. In the mobile application payment is only possible with the most common credit cards. 

2.7.1. In the online shop the producer of the payment transmission service and payment service provider is Paytrail Oyj (2122839-7) in cooperation with Finnish banks and credit institutions. It is seen as the payment recipient in a bank statement or credit card invoice and transmits the payment to the vendor. Paytrail Oyj has the operating licence of a payment institution. The Privacy Policy and Terms of Service can be found at the address https://www.paytrail.com/sopimukset-ja-ehdot

2.7.2. In the mobile application the payment service provider is Stripe Payments Europe Ltd, whose address is The One Building 1, Grand Canal Street Lower, Dublin 2, Ireland, and whose Terms of Service and the Privacy Policy are available at the address https://stripe.com/fi/legal

2.7.3. The Service Provider is not responsible for operational problems in purchases and the shop caused by the payment service provider’s errors.

2.8 The Customer can in the mobile application store information about a payment- or credit card he/she uses via his/her customer profile defined in paragraph 5 in order to speed up the purchase of travel tickets. The information is stored in the service of the payment service provider defined in section 2. This information can be transferred outside of the EU or EEA area in the manner defined in the above-mentioned Terms of Service and Privacy Policy of the payment service provider. The Service Provider is not responsible for the payment service provider’s handling of personal data or errors occurring therein.

3. Cancellation policies and special terms for adventure trips

3.1 In addition to these cancellation policies and special terms, the package travel act (28.11.1994/1079) is applied to adventure trips, if the Adventure trip in question fulfils the definition of a package trip according to 1 § and 2 § of the package travel act.

3.2 The Customer has a right to cancel an Adventure trip without any special reason as follows, unless otherwise agreed for the adventure trip in question:

  • at least 28 days before the start of the trip by paying the travel operator the office fees informed in advance. The office fees for a one-day trip are 5 euro/person, when the price of the trip is a maximum of 40 euro/person, and 10 euro/person, when the price of the trip is over 40 euro/person. For two-day trips or longer the office fees are 50 euro/person;
  • later than 28 days, but at the latest 14 days before the start of the trip by paying 25 % of the price of the trip;
  • later than 14 days, but at the latest 48 hours before the start of the trip by paying 50 % of the price of the trip; and
  • if the trip is cancelled later than 48 hours before the start of the trip, the travel operator has a right to collect the entire price of the trip.


The cancellation fees for Adventure trips paid already in connection with purchase or otherwise are withheld from the price of the Adventure trip to be returned to the Customer.

3.3 Possible exceptions and limitations to the cancellation fees mentioned above in point 3.2 regarding a particular Adventure trip are mentioned separately for each trip. In addition to the cancellation fees according to point 3.2, the Service Provider in a cancellation case always has a right to collect the costs of pre-booked theatre, concert, food or other corresponding tickets and reservations, if Savonlinja Oy has already redeemed or committed to redeem the tickets in question without a right to cancel or return them at the time of the trip cancellation. Savonlinja Oy strives to inform regarding each Adventure trip separately in the trip description.

3.4 If the Customer has to cancel his/her trip due to an overwhelming obstacle, a reasonable compensation is collected for pre-booked and confirmed services included in the Adventure trip. The compensation is determined according to the true costs. The Customer must inform the Service Provider about a cancellation without delay and the obstacle for going on the trip must be proved with a reliable statement, such as a medical certificate.

3.5 If the Customer perceives an error with the Adventure trip, he/she must inform the Service Provider or their on-site representative about the error. A possible compensation claim must be made in writing within two months from the end of the trip.

3.6 The Service Provider has a right to cancel the trip, if the price of the trip has not been paid before the agreed due date or if there are not at least 21 or a separately agreed smaller minimum number of travellers participating in the Adventure trip. A cancellation is announced at the latest 7 days before the trip.

3.7 Exceptions can be made to these terms of point 3 in the case of an Adventure trip offered by the Service Provider, to which separately announced travel and cancellation terms of the co-partner in question are applied. These terms are announced separately in the description of each Adventure trip.

4. Cessation of the terms of use

4.1 These terms of use are in force and bind the parties starting from the time they are agreed to and they stay in force until they are terminated, unless otherwise specifically agreed.

4.2 If the Customer violates these terms of use or causes harm or damage to other users of the Service, the Service Provider can terminate the contract created by agreeing to these terms of use with immediate effect and prevent the Customer, who violated the terms of use, from using the Savonlinja service. If the Service Provider terminates the contract on the above-mentioned grounds, any made payments will not be refunded.

4.3 The Customer can terminate these terms of use by removing or requesting that the Service Provider removes his/her customer profile. If the Customer terminates this contract created by agreeing to these terms of use in the above-mentioned manner, the Service Provider is not obligated to refund any made payments. The Service Provider still has the right to store such information about the Customer, the storing of which is has a right or obligation to by law or official regulation.

4.4 If the Customer uses the Savonlinja service without a customer profile as defined in paragraph 5, these terms of use are in force for the duration of each purchase, if it is not elsewhere in these terms of use otherwise agreed that they stay in force.

4.5 The terms concerning the responsibility matters of the terms of use and the transfer of information to authorities remain in force also after the cessation of the contract, as well as other such terms that due to their nature extend to the time after the validity of the terms of use.

5. Customer profile, personal information and their handling

5.1 In the Savonlinja service the Customer can create a customer profile for himself/herself, the purpose of which is to make the acquisition of travel tickets quicker and easier. The creating of a customer profile is voluntary and the following terms are applied for the handling of personal information about Customers who have created a Customer profile and the Service Provider upholds in their operation the legislation regarding data protection, including the EU’s general data protection regulation: 

5.1.1. Only information necessary for the use of the Savonlinja service are stored about the Customer in the Customer profile, which are the Customer’s name, contact information (such as email address, postal address and telephone number) as well as payment reference information and possible identification of the payment transmitter. The data source is the Customer himself/herself. 

5.1.2. The Customer’s information is handled in the Savonlinja service to the extent necessary for the offering of the service. The information in the Customer profile can with the consent of the Customer be used for the Service Provider’s advertising and marketing purposes and this consent can be revoked. The Service Provider can use information in the Customer profile for purposes relating to statistics. A usage log for a Customer logged into the service is stored regarding the use of the Savonlinja service in order to solve error situations and to ensure the service quality.

5.1.3. The Service Provider is responsible for sufficient and at all times up-to-date technical and organizational procedures for the security of the Savonlinja service, such as keeping the servers in an environment protected by firewalls and limiting the handling of personal information to such people, who due to their tasks and job description need to handle the information. 

5.1.4. The Service Provider can use subcontractors and the services offered by third parties for delivering the Savonlinja service. The information stored in the Customer profile can in the Savonlinja service be transferred during the delivery and offering of the service outside of the EU and EEA area, whereby the Service Provider ensures that it has in force standard terms to be applied to the transfer of personal information according to the legislation regarding data protection at any time. The personal information in the Customer profile can be handled in the United States.

5.1.5. The personal information stored in the Customer profile is stored for as long as the Customer is registered in the Savonlinja service. The Customer can inspect the information in his/her own Customer profile in the Savonlinja service and receive a copy of the information by request. The Customer has a right to demand that incorrect information is corrected and that the Customer profile is removed. In connection with the demands, the Customer must be prepared to prove his/her identity. The demands must be directed to the party according to point 5.1.6. 

5.1.6. The registrar in the Savonlinja service is Savonlinja Oy, Prikaatinkatu 3 A, 50100 Mikkeli, phone nr. +358 20 141 5500 and email address info@savonlinja.fi. The person responsible for matters relating to the register is Ari Rajamäki, ari.rajamaki@savonlinja.fi

5.3 Purchasing travel tickets and looking for timetables is possible without creating a customer profile in the Savonlinja service mobile application and the online shop. These terms of use are applied, where applicable, also to travel ticket purchases made without a customer profile. A call for bids for a charter trip can be sent without creating a customer profile in the Savonlinja service online shop. Giving feedback and purchasing and booking adventure trips is also possible without creating a customer profile. The customer’s name, email address and telephone number are stored from these procedures. 

5.4 Necessary information for delivering a ticket and for problem situations: name, telephone number and email address, are collected from the customer also when purchasing a ticket without a Customer profile. The Customer thus also gives the Savonlinja service permission to store and handle the Customer’s personal information in the extent required for offering the Savonlinja service, and so that the name, above-mentioned contact information, the payment sum, payment reference and possible identification of the payment transmitter are stored, and they are handled as needed in the Savonlinja service. Our payment service provider Paytrail Oyj collects the IP address, the payment method and the time of payment in connection with the payment transaction. 

5.5. Personal information given without creating a Customer profile are handled and stored over a time necessary for the delivery of the service and however at the most (12) months after the delivery of each service, if the Customer has not given a separate consent for advertising and marketing purposes and this consent can be revoked by informing the Service Provider.

5.6. With consent given by the Customer, the use of the Savonlinja service can be monitored in order to develop the user experience of the Savonlinja service and for example to solve possible technical problems. A usage log of the use of the Linjalla application is collected in the Mixpanel service. In the service the general use and utilization rate of different functionalities in different customer groups can be measured, the operational reliability of the application can be monitored and the operation of an individual user in the application can be studied. The customer’s name, telephone number, email address and usage log are stored in the service. The Privacy Policy is available https://mixpanel.com/legal/privacy-policy/.

6. Intellectual property rights

The Savonlinja service contains intellectual property rights of Savonlinja Oy and its contract partners. All trademarks, logos, inventions, patents, utility models, models, technical models, commercial, technical and economic knowledge and works, written and other materials, works and results related to the service or offering thereof, and the rights related to them remain in the possession of Savonlinja Oy and its contract partners. The Customer is allowed to utilize the intellectual property rights necessary for the delivery of the Savonlinja service only to the extent necessarily required for the use of the service.

7. Complaints and compensation for damages

7.1 Mark your luggage with a name tag. In cases of lost or damaged luggage, our responsibility is limited in such a way that we will compensate for a maximum of 20 euro/kg (Road Haulage Contracts Act 23.3.1979/345 section 32).

7.2 We reserve the right not to be held responsible for delays and cancellations due to force majeure. We are not alone on the roads and we cannot affect the smoothness of traffic flow on our own. Traffic may cause delays.

7.3 Our goal is to make sure that our customers make their connections. Confirm your connections before booking or before your journey starts. The driver can provide more information about connections. Savonlinja is responsible for connections that are specified in the company's timetables or that are specified as transfer connections in Matkahuolto's timetable system. In these cases, the company must be the operator of at least one of the journeys involved. If necessary, we will contact the company operating the connection to ask them to wait if our bus is delayed. Customers should be aware that other forms of public transport will unfortunately not always wait for a bus that is delayed.

7.4 If the customer him- or herself has organised a chain of journeys by combining different journeys, Savonlinja is not responsible for missed connections or additional costs arising because of them. In such cases, the customer should verify that he or she will be able to make the connection before commencing their journey (or before booking the journey). Inform the driver of any transfer connections before the start of the journey. If a problem arises, the company will provide information on how to proceed and possibly permission to use replacement transport.

7.5 Passengers must also do their best to try to limit the damage and contact the bus company immediately in case of any problems. The passenger is responsible for any services ordered by the passenger on his or her own initiative and for the costs of connections ordered by the passenger. We kindly ask our customers to take thin into account when planning journeys that include connections.

7.6 When it comes to journeys abroad, the customer should check the necessary travel documents well in advance. A seat reservation is obligatory. The customer is responsible for any costs arising because of insufficient travel documents, and the customer may also be ordered to compensate the company for any fines imposed on the company for this reason.

8. Other terms

8.1 The Service Provider utilizes subcontractors for producing the Savonlinja service and it can utilize a subcontractor for delivering the Savonlinja service. The responsibility of the Service Provider to the Customer for offering the Savonlinja service is determined according to this contract and valid mandatory law.

8.2 If some term in the terms of use turns out to be invalid, all the other terms remain in force to the greatest extent possible in their original form.

8.3 The Finnish law is applied to the Savonlinja service and its use. Disputes and disagreements related to the Savonlinja service are resolved in Finland and according to Finnish law, unless otherwise required by mandatory law.