Terms of Service

General Terms and Conditions of Business (T&Cs) for the BVG online shop

1. Area of validity

(1) The following Terms and Conditions of Business apply to all orders you place through our website, in our online shop or on our BVG apps (hereafter the BVG online shop). When ordering tickets, the VBB fares scale (“collective fares scale of transport companies in the Berlin-Brandenburg public transport network”) also applies in the latest version published in the Berlin official gazette. For subscription tickets, appendix 5
(subscription conditions) of the VBB fares scale is of particular relevance. 


The Berliner Verkehrsbetriebe (BVG), a statutory public body, is your partner under this contract. 

(2) Orders can only be accepted by customers aged 18 years and above. 

(3) Customer conditions which contradict or deviate from these are expressly excluded. 

2. Conclusion of contract

2.1 Offer

Conclusion of the order process constitutes a binding offer on your part.

2.2 Acceptance

2.2.1 Tickets by post and other mail-order products

(1) When ordering tickets and products that are sent out by us, you will receive an automatically generated email in which we confirm that we have received your order. This confirmation of receipt does not yet represent acceptance of your offer to purchase. 

(2) The contract of sale for the article(s) ordered by you takes effect when the BVG accepts your order by separate email notification or sends the article(s) to you. 

(3) The BVG reserves the right to withdraw from a contract if the goods cannot be supplied for reasons which are beyond its control. In the event of this, you will be informed without delay of the unavailability of the goods, and any payment you have already made with regard to this order will be refunded. 

2.2.2 Self-print and mobile tickets​

(1) The contract of sale for self-print tickets takes effect, on completion of your order, when the BVG enables the “Print ticket now” button to allow you to download your ticket in PDF format. 

(2) The contract of sale for mobile tickets takes effect when the mobile ticket is made available for viewing within the BVG app. 

3. Registration and prices​

3.1 Ordering subscription tickets​

(1) You do not need to register on our online shop to order subscription tickets. The BVG order form or the relevant online order form should be used and sent to the BVG at any time up until the 10th day of the month preceding the month in which you wish to start the subscription. 

(2) In addition, the regulations set out in appendix 5 of the VBB fares scale (subscription conditions) apply. 

3.2 Registering in the BVG online shop 

(1) To place an order, you must register in our online shop. The following information must be provided: 

  • Name and full address
  • Date of birth
  • email address
  • Preferred payment method, bank details, credit card details, and (for mobile tickets) mobile phone number

If information that you supply and that is essential to the contractual relationship (in particular address and payment method) changes, you must update your information in your personal login area without delay. If you do not do so, the BVG is entitled to charge you any additional costs that may arise as a result.

(2) Orders can only be accepted from customers with a delivery and billing address within the European Union and Switzerland. Customers with a delivery and billing address in Switzerland are responsible for complying with Swiss customs regulations. The BVG shall accept no liability for any costs incurred in ordering from Switzerland. 

3.3 Prices for tickets and other products

(1) All prices include statutory VAT as applicable to the product. If the rate of VAT changes, the customer agrees to a corresponding adjustment in prices. 

(2) Only the latest approved and published BVG/VBB fares are valid for tickets (plus postage and packing for tickets by post, see sections 6.2.2 and 6.2.3). 

(3) For all other products, the prices given in the online shop apply at the time of ordering, plus a standard delivery charge as set out in section 6.2.

4. Payment conditions

4.1 Payment methods

Subscription tickets can only be paid by direct debit. 
When ordering other products in the online shop, customers may choose from the following payment methods: 

  • Direct debit with a SEPA direct debit mandate (mandatory for subscription tickets)
  • Credit card (Visa, MasterCard, and American Express)
  • PayPal

No other payment methods are possible.

4.2 Payment by direct debit​

4.2.1 Subscription tickets 

(1) Payment for subscription tickets is collected by the BVG by direct debit according to the VBB fares scale, appendix 5 (subscription conditions). 

(2) When ordering subscription tickets, the BVG will carry out a credit check during the customer’s direct debit registration process. This check is only carried out 

  • the first time the customer wishes to use the direct debit payment method 
  • the first time the customer wishes to use the direct debit payment method following changes to his or her information, such as name, address, and/or bank details (SEPA direct debit mandate) 

The check involves a comparison of the personal and bank details (information on the person, residential address, bank account and sort code) of the customer with the data held by 

Creditreform Berlin Wolfram KG
Karl-Heinrich-Ulrichs-Straße 1
10787 Berlin 

4.2.2 Other products (except subscription tickets) 

(1) The payment due for all other products you purchase using the direct debit method will be collected by 

LogPay Financial Services GmbH
Schwalbacher Str. 72
65760 Eschborn, (hereafter: LogPay) 

to whom all due payments are sold and assigned (notice of assignment). LogPay is the third-party beneficiary of the following provisions. It is also authorised to collect payments in its own name and for its own account. 

(2) Direct debit payments are only possible from bank accounts held in the SEPA area. Customers are not automatically eligible to use the direct debit method. 

(3) A customer credit check is carried out by LogPay during the direct debit registration process. This check is only carried out 

  • the first time the customer wishes to use the direct debit payment method 
  • the first time the customer wishes to use the direct debit payment method following changes to his or her information, such as name, address, and/or bank details (SEPA direct debit mandate) 

The check involves a comparison of the personal and bank details (information on the person, residential address, bank account and sort code) of the customer with the data held by 

SCHUFA Holding AG
Kormoranweg 5
65201 Wiesbaden.

(4) The customer must ensure that the account provided contains sufficient funds such that the SEPA direct debit can be collected. If the payer effects an unauthorised return of the SEPA direct debit or if the direct debit payment at his or her bank is rejected for reasons for which he or she is responsible – in particular due to insufficient funds, incorrect or invalid bank details, or if an objection is lodged –, he or she shall be obliged to ensure sufficient funds or eliminate the cause of the failed payment so that, in addition to the outstanding amount, an administration charge (currently €6.25) and any charges applied by his or her bank can be debited on the day indicated on the reminder; the customer shall be entitled to produce evidence that the return charges have not arisen or are substantially lower than the administration charge. The right to claim further damages shall remain unaffected. 

(5) If the SEPA direct debit payment method is chosen, customer personal information (first name, surname, address in Germany, date of birth, and email address) and bank details must be provided so that his or her payment for a purchased ticket can be unambiguously verified. On selecting this payment method, the customer, by agreeing to these General Terms and Conditions of Business, authorises LogPay to deduct payment from his or her account within the European Union by SEPA direct debit. At the same time, he or she instructs his or her bank to honour the direct debit collected by LogPay. Customers are advised that they may request a refund of the charged amount within eight weeks, starting with the direct debit date. The terms and conditions agreed with their bank apply in this case. If the customer is not the account holder, he or she shall ensure that the account holder has consented to the SEPA direct debit payment.

The customer is obliged to provide notification of all bank details required to use the SEPA direct debit method (in particular the account holder, the International Bank Account Number (IBAN), and the Business Identifier Code (BIC)) and enter them on the designated form in the shop system or the app. When using the SEPA direct debit payment method, the customer will receive pre-notification of the direct debit date and amount from LogPay. This pre-notification will be supplied to the customer at least two (2) days prior to the direct debit payment. The pre-notification is sent electronically together with the order confirmation to the given email address. 

(6) The customer waives his or her right to obtain a written SEPA direct debit mandate. He or she consents to this waiver applying to his or her bank, the creditor bank, and the creditor. The customer consents to these parties being informed of the waiver. If the waiver no longer applies or is ineffective, the customer is obliged to submit a written mandate without delay. This can be done by sending an email to sepa@logpay.de and requesting a SEPA direct debit mandate form. The customer will then receive the form for the SEPA direct debit, which must be completed, personally signed, and returned to LogPay by post. If the customer is not the account holder, he or she is obliged to inform the account holder of the mandate reference number. 

(7) Exclusion 
Customers who are blocked from using the direct debit payment method shall be excluded from this payment method. 

4.3 Payment by credit card (not for subscription tickets)​

(1) Payment for products purchased using credit cards is only possible with Visa, MasterCard, and American Express. Other credit cards are not accepted. Customers are not automatically eligible to use the credit card payment method. 

(2) The customer’s following credit card information is collected during the order process:

  • Surname and first name of the credit card holder
  • Credit card type (Visa, Mastercard, AMEX)
  • Credit card number
  • Credit card expiry date
  • Credit card security code number

This information is passed to LogPay servers for billing purposes.

If the customer’s card-issuing bank supports the “3D Secure” system (Verified by Visa / MasterCard® SecureCode™), this system will be used for added security and to prevent credit card fraud. This point is skipped if the customer’s card-issuing bank does not support the “3D Secure” system.
 Credit card information is checked the first time it is entered. The information provided by the customer is sent to the card-issuing bank and a sum of €1 is queried and authorised. The authorisation automatically lapses, usually within two weeks. The requested sum is neither charged nor debited.

(3) The company 

LogPay Financial Services GmbH
Schwalbacher Str. 72
65760 Eschborn, (hereafter: LogPay) 

is responsible for handling these payment methods. 

(4) The LogPay system checks the credit card details provided by the customer for correctness and any restrictions placed on the account by the respective credit card provider. The customer’s personal information is provided to the companies listed in the Privacy Statement for this purpose. If the customer is not the cardholder, he or she shall ensure that the cardholder has consented to the charge. The customer shall also ensure that the credit card entered is not blocked and has sufficient remaining credit. Should authorisation fail for any reason, the customer will be informed accordingly.

(5) The bank account or credit card will be charged in accordance with the procedures employed by the customer’s bank or his or her credit card issuing institution. Purchased tickets appear on the credit card statement from the card provider as a total amount in euros. 

(6) The customer will receive detailed information with a breakdown of the total amount by e-mail. An order history is also available in the login area of the BVG online shop. 

(7) If the customer makes an unauthorised chargeback (payment return) or if the payment fails for reasons for which he or she is responsible, the customer shall be obliged to pay any charges applied by the credit card acquirer in addition to the amount for the tickets originally purchased. LogPay is entitled to claim for further damages.

4.4 Payment by PayPal

The customer must select PayPal as the payment method. He or she is then redirected to the PayPal website, enters the required information, and confirms the payment. On successful payment, the customer receives a purchase confirmation; otherwise, a rejection of the payment is shown. The customer’s offer to purchase can only be accepted once the payment has been successfully processed in PayPal.

5. Cancellation clause

5.1 Right to cancel

(1) If you are a consumer under article 13 of the German Civil Code, i.e. your purchase of articles is for purposes outside your trade, business, or profession, you have the right to cancel under the following provisions: 

(2) You have the right to cancel this contract within fourteen days without giving any reason. The cancellation period is fourteen days from the date on which you or a third party named by you and who is not the carrier take physical possession of the goods (the last goods in the event of multiple deliveries in a single order). 

(3) To exercise your right to cancel, you must inform us, the Berliner Verkehrsbetriebe (BVG), a statutory public body, of your intent to do so by one of the means set out below (e.g. postal letter, fax, or email):

Berliner Verkehrsbetriebe (BVG) AöR
Lagerlogistik
FVM-V51 (iPlZ 43351)
10096 Berlin
Fax: 030 / 256 34666
Internetbestellung@BVG.de 

You may use the enclosed sample cancellation form, but you do not have to. To comply with the period of cancellation, all you need to do is send notification that you are exercising your right to cancel prior to the end of the period of cancellation. 

5.2 Consequences of cancellation

(1) If you cancel your contract with us, we will repay all monies we have received from you, including delivery costs (with the exception of additional costs which may arise if you select a different type of delivery to the cheapest standard delivery we offer), promptly and within fourteen days from the date on which we receive notification of your intent to cancel this contract. For the purposes of reimbursement, we will use the form of payment you used for the original transaction, unless we have explicitly agreed otherwise with you; in no case will you be charged anything for this repayment. We may refuse to make payment until we have received the goods or until you have provided evidence that you have returned the goods, whichever is earlier. 

(2) You must return the goods without delay and in any event no later than fourteen days from the date on which you have notified us of your intention to cancel, to the address given in section 5.1 (or another, specified address). The deadline for returns shall be deemed to have been met if you send the goods prior to expiry of fourteen days. You are responsible for the direct costs for returning the goods. You are only responsible for reimbursing us for any diminished value of the goods resulting from your handling of them to an extent beyond what is necessary to ascertain the quality, nature and functioning of the goods. 

5.3 Exclusion of the right of cancellation

There is no right of cancellation applicable to contracts specified in article 312(2) BGB (German Civil Code), in particular for the purchase of tickets (contracts for the carriage of persons, article 312(2)(5) BGB) and contracts specified in article 312g(2) BGB, in particular sound or video recordings or sealed computer software, if the seal is broken following delivery. 

5.4 Sample cancellation form 

Berliner Verkehrsbetriebe (BVG), Anstalt des öffentlichen Rechts
Lagerlogistik
FVM-V 51 (iPlZ 43351)
10096 Berlin
Fax: 030 / 256 34666
internetbestellung@BVG.de
I hereby give notice that I/we (*) wish to cancel the contract for the following goods (*):
Order number:
Ordered on (*)/received on (*):
Customer number:
Name(s):
Address:
Signature(s) (only for paper-based notification):
Date:
(*) Delete as applicable. 

6. Delivery

6.1 Self-print/mobile tickets

(1) Self-print tickets and mobile tickets will be provided according to section 2.2.2. 

(2) The customer is responsible for ensuring he or she has the required hardware and software to download the self-print tickets and print them out (in monochrome or colour). The customer must ensure that the tickets are printed out so that all information can be read and checked completely and legibly. Tickets must be printed out in their original size. 

(3) Mobile tickets purchased using the BVG app are made available to view within the app. 

6.2 Delivery charges for tickets by post and other products

(1) Orders will be dispatched by a carrier of our choice to the business or residential address given in your order. Orders exceeding a total value of €500.00 may be dispatched in several separate deliveries. Once an order has been received, the BVG typically supplies its carrier with the articles within 7 working days. The T&Cs of the shipping company apply. 

(2) There is a standard delivery charge of €6.00 for each order dispatched to an address in Germany. If the order comprises several separate deliveries, the standard delivery charge is payable only once. 

(3) There is a standard delivery charge of €17.50 for each order dispatched to an address in a member state of the European Union outside Germany. If the order comprises several separate deliveries, the standard delivery charge is payable only once. 

(4) Subscription tickets/season tickets are always sent separately from normal tickets by post and other products. There are no delivery charges for subscription tickets/season tickets. 

6.3 Retention of title

All goods supplied remain the property of the Berliner Verkehrsbetriebe until payment has been received in full. In the event that goods are resold, the retention of title shall cover a claim for the purchase price (extended retention of title).

7. Liability

The BVG shall be liable for damages resulting from injury to life, limb, and health, for damages resulting from a breach of duties, fulfilment of which make due performance of the contract possible and on which the other party can normally expect to be able to rely (material contractual obligations), and for other damage resulting from a wilful or grossly negligent breach of duty in accordance with statutory provisions. Liability for claims in accordance with Product Liability Law shall remain unaffected. Liability for damage claims, irrespective of legal reason, is excluded. 

8. Data protection

The BVG is entitled to edit, save and use customer data received in the course of an order for purposes of fulfilling the order. By submitting this information, the customer expressly consents to this. The BVG collects, processes and uses personal data in accordance with data protection legislation, in particular the Berlin Data Protection Act (BlnDSG) in its official text version. The BVG observes the principles of data economy and data reduction, meaning that personal data are only collected and processed to the minimum extent necessary to fulfil its duties. 

9. Final provisions

9.1 Applicable law

The laws of Germany are applicable, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods.

9.2 Place of performance and place of jurisdiction 

The place of performance is Berlin. Insofar as the customer is a registered trader or a legal entity under public law, it is agreed that the exclusive place of jurisdiction is the registered office of the seller. 

9.3 Severability clause

If one or more provisions in these General Terms and Conditions of Business should be wholly or partly invalid, or lose their legal validity, the validity of the remaining terms shall not be not affected as a result.

9.4 Information on dispute resolution

The European Commission provides a platform for online dispute resolution at http://ec.europa.eu/consumers/odr/

To settle disputes arising from the carriage of passengers by the Berliner Verkehrsbetriebe (BVG), we have undertaken to participate in a dispute resolution procedure run by a consumer arbitration board. In such cases, our passengers may contact the following arbitration board:

söp Schlichtungsstelle für den öffentlichen Personenverkehr e. V.
Fasanenstr. 8110623 Berlin
Telephone: (030) 6449933 0
Fax: +49 (0)30 6449933 31
Email: kontakt@soep-online.de
Internet: http://www.soep-online.de/

We do not participate in consumer dispute resolution procedure in any other cases. Please contact us directly with your questions and issues if this applies to you.