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 ticket 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 of the VBB fares scale (terms and conditions for subscriptions) is of particular relevance.
The Berliner Verkehrsbetriebe (BVG), a statutory public body, with the involvement of the payment provider LogPay Financial Services GmbH as stipulated in the following provisions, is your partner under this contract.
(2) Orders can only be accepted by customers aged 7 years and above.
(3) Customer conditions which contradict or deviate from these are expressly excluded.
2. Conclusion of contract
(1) The products listed on the internet are non-binding and subject to change. The customer makes a binding offer on completing the online order process.
(2) The order process involves the following three steps:
(a) The customer selects a ticket and payment method.
(c) The customer can now review their data (e.g. name, address, payment methods, articles ordered) and make any necessary corrections before confirming the order by clicking on the “Complete order” button.
(3) By submitting an order, the customer makes a binding offer to enter into a contract. The BVG will promptly confirm receipt of the customer’s order. Confirmation of receipt does not constitute binding acceptance of the order.
(4) The contract of sale for the article(s) ordered by the customer takes effect when the BVG accepts the customer’s order by separate email notification or sends the article(s) to the customer.
(5) 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.
(6) The contract of sale for mobile tickets takes effect when the mobile ticket is made available for viewing within the BVG app.
(7) The purchase price is due immediately.
(8) 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, the customer will be informed without delay of the unavailability of the goods, and any payment already made by the customer with regard to this order will be refunded.
(9) The range of available print and mobile tickets may change at any time without prior notice. Customers are not automatically entitled to the issue of physical tickets for print and mobile tickets. Restrictions may apply to advance purchases of these tickets.
3. Registration and prices
3.1 Ordering subscription tickets
(1) You do not need to register on our online shop to order subscription tickets if the BVG order form is used, a registration is only required if the online order form is to be used. 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.
The customer must provide first and last name, date of birth, address data and contact data (at least the e-mail address). In the case of minors, a legal representative must be provided in addition to the above data. In the case of companies, the legal representative must be provided in addition to the specified data.
For technical reasons, shipment can only be made to a German address (domicile or usual place of residence).
(2) Existing customers can log in online with the deposited e-mail address and a chosen password and change data as well as cancel the contract.
(3) 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) Registration is required in order to place an order in the BVG online shop and use the e-payment service. The following information must be provided:
- Name and full address
- Date of birth
- Email address
- Preferred payment method, bank account details, credit card details, mobile phone number (for mobile tickets)
If information that the customer supplies and that is essential to the contractual relationship (in particular address and payment method) changes, this information must be updated in the personal login area without delay. If the customer does not do so, the BVG or our commissioned agents are entitled to charge the customer 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.
(3) For all other products, the prices given in the online shop apply at the time of ordering.
4. Payment conditions
(1) In addition to the terms and conditions set out above, the following regulations also apply to payment of the selected ticket. The available payment methods are available only to legally competent persons over 18 years of age. Prepayment methods are available to legally competent minors aged 7 and above.
(2) Payment for subscription tickets is collected by the BVG by direct debit according to the VBB fares scale, appendix 5 (subscription conditions).
(3) The BVG employs the services of the payment provider LogPay Financial Services GmbH, Schwalbacher Straße 72, 65760 Eschborn (also referred to as “LogPay” in the following), to handle e-payments (e.g. webshop, mobile app).
The payment due for purchased tickets will be collected by LogPay, to whom all due payments, including any ancillary claims and fees, 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.
LogPay will usually collect the payment due by SEPA direct debit or credit card within five (5) banking days following purchase of the ticket. The bank account or credit card will be charged in accordance with the procedures employed by the customer’s payment service provider. The breakdown of purchased tickets includes a list of itemised purchases and can only be accessed and viewed by registered customers in electronic form on the webshop.
4.1 Payment methods
Subscription tickets can only be paid by direct debit.
For orders of other products in the online shop and BVG apps, customers may choose from the following payment methods (the specific payment methods available in the online shop and BVG apps may, however, vary):
- SEPA direct debit mandate (mandatory for subscription tickets)
- Credit card (Visa, MasterCard, and American Express)
- PayPal and PayPal Express
- Google Pay and Google Pay Express
- Apple Pay and Apple Pay Express
- Amazon Pay and Amazon Pay Express
No other payment methods are possible. Customers are not automatically eligible to use a specific payment method.
4.2 Payment by SEPA direct debit
(1) Direct debit payments are only possible from bank accounts held in the SEPA area.
(2) 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 their payment service provider is rejected for reasons for which they are responsible – in particular due to insufficient funds, incorrect or invalid bank account details or if an objection is lodged –, they shall be obliged to ensure sufficient funds or eliminate the cause of the failed payment so that, in addition to the outstanding amount, the charges applied by the payment service provider can be debited on the day indicated on the reminder. LogPay is entitled to claim for further damages.
(3) If the SEPA direct debit payment method is chosen, customer personal information (first name, surname, address, date of birth, and email address) and bank account details must be provided so that their 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 their account within the European Union by SEPA direct debit. At the same time, they instruct their payment service provider 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 payment service provider apply in this case. If the customer is not the account holder, they shall ensure that the account holder has consented to the SEPA direct debit payment.
(4) The customer is obliged to provide notification of all bank account details required to use the SEPA direct debit method (in particular the account holder and the International Bank Account Number (IBAN)) 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.
(5) The customer waives their right to obtain a written SEPA direct debit mandate. They consent to this waiver applying to their payment service provider, the creditor’s payment service provider, 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 email@example.com 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, they are obliged to inform the account holder of the mandate reference number.
4.3 Payment by credit card (not for subscription tickets)
(1) Payment for tickets purchased using credit cards is only possible with Visa, MasterCard, and American Express. Other credit cards are not accepted.
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 the purpose of collecting payments.
(2) 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. If the customer is not the cardholder, they 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.
The time at which payment is debited from the customer’s account is set out in the credit card agreement between the customer and their payment provider.
(3) If the customer’s payment service provider supports the “3D Secure” system (Verified by Visa / MasterCard® SecureCode™), this system will be used for added security and to prevent credit card fraud. These safeguards are not applied if the customer’s payment service provider does not support the “3D Secure” system.
(4) The customer must ensure that the payment due can be applied to their credit card. If the customer effects an unauthorised chargeback, or if the direct debit payment is rejected for reasons for which they are responsible, they shall be obliged to ensure sufficient funds or eliminate the cause of the failed payment so that, in addition to the outstanding amount, the charges applied by the payment service provider can be debited on the day indicated on the reminder. LogPay is entitled to claim for further damages.
(5) Payments made for the purchase of tickets will appear on customers’ credit card statements as total amounts in euros. Registered customers can access and view itemised information on the total amount via the webshop.
4.4 Payment with Google Pay (not for subscription tickets)
Customers who wish to pay using Google Pay need to have added a payment method to their Google Wallet. To pay with Google Pay, the customer selects Google Pay as their payment method in the BVG online shop. The customer can review their order prior to payment. The purchase must be confirmed before payment is initiated. On successful payment, the customer is issued their ticket via the BVG online shop. An error message is displayed if payment is unsuccessful.
4.5 Payment with Apple Pay (not for subscription tickets)
Customers who wish to pay using Apple Pay need to have added a payment method to their Apple Wallet. To pay with Apple Pay, the customer selects Apple Pay as their payment method in the BVG online shop. The customer can review their order prior to payment. The purchase must be confirmed before payment is initiated. On successful payment, the customer is issued their ticket via the BVG online shop. An error message is displayed if payment is unsuccessful.
4.6 Payment by PayPal (not for subscription tickets)
Customers who wish to pay using PayPal need a PayPal account in which they have saved their payment and delivery information. The customer must select PayPal as the payment method. They are then redirected to the PayPal website, enter the required information, and confirm the payment. On successful payment, the customer receives a purchase confirmation. A payment rejection is displayed if payment is unsuccessful. The customer’s offer to purchase can only be accepted once the payment has been successfully processed by PayPal.
4.7. Payment with Amazon Pay (not for subscription tickets)
Customers who wish to pay using Amazon Pay need an Amazon account in which they have saved their payment and delivery information. To pay with Amazon Pay, the customer selects Amazon Pay as their payment method. In the Amazon Pay window, the customer logs in to their Amazon account with their access data. The customer then selects their preferred payment method from those listed as available. They then complete the order process.
When using Amazon Pay, LogPay does not receive any payment information from the customer.
4.8 Prepayment by SEPA direct debit via giropay or eps (not for subscription tickets)
By using the giropay or eps payment methods, customers can top up their credit balance at LogPay, which can be used to settle future payment obligations arising from ticket purchases, using an automated SEPA transfer. The customer’s payment provider must support the giropay or eps payment methods for the customer to be able to use giropay or eps In addition, the customer must use their payment provider’s online banking service. A SEPA transfer via giropay or eps is only possible if the customer’s account at their payment provider has sufficient funds or available credit.
If the customer selects this method, they can use giropay or eps to transfer a preselected amount from their payment provider account to LogPay using their payment provider’s online banking service. After sending their IBAN, customers will be forwarded to the online banking service of their payment provider, provided that their payment provider supports the giropay or eps payment methods. The customer then approves the transfer from their account. The service is activated when the SEPA transfer has been successfully completed via giropay or eps. The customer receives a confirmation or rejection directly following completion of the transaction. Ticket purchases are only possible with a sufficient LogPay balance.
4.9 Prepayment by SEPA transfer (not for subscription tickets)
By using prepayment with a SEPA transfer, customers can top up their credit balance at LogPay, which can be used to settle future payment obligations arising from ticket purchases. After selecting this method and the amount to be paid, the customer receives an email containing the information required for the SEPA transfer (LogPay account details, amount, and reference). The customer is obliged to use the reference stated in the email when making their SEPA transfer to LogPay. Ticket purchases are only possible with a sufficient LogPay prepaid balance.
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 or email):
Berliner Verkehrsbetriebe (BVG), Anstalt des öffentlichen Rechts
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
I hereby give notice that I/we (*) wish to cancel the contract for the following goods (*):
Ordered on (*)/received on (*):
Signature(s) (only for paper-based notification):
(*) Delete as applicable.
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 that they have 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 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).
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.
The customer is aware that they may incur costs for the use of the products made available to them in accordance with these T&Cs. This, in particular, concerns costs for processing payment transactions and necessary telecommunications (e.g. data transmission via mobile networks). The BVG and its associated service providers shall not assume any costs incurred by the customer directly or indirectly from the use of the products provided in accordance with these T&Cs. This, in particular, applies to transaction costs incurred by the customer’s credit institutions or credit card clearing houses as a result of debits or credits, as well as to all of the customer’s telecommunication costs.
8. Final provisions
8.1 Applicable law
The laws of Germany are applicable, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods.
8.2 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.
8.3 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.
8.4 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.
Telephone: (030) 6449933 0
Fax: +49 (0)30 6449933 31
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.
Last updated: 05/11/2019