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

(1) The following Terms and Conditions of Business apply to all ticket orders you place through our website, in our online ticket shop, in our BVG apps, or that you initiate online or through third parties (hereafter the ‘BVG online shop’). In the latter case, the entry of customer data, the delivery of tickets, and their payment are all made via the third-party provider.

In addition to these T&Cs, 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. When ordering corporate tickets through the BVG’s corporate tickets website, the following terms and conditions apply in addition (postpaid/direct debit subscribers). The regulations set out there take precedence, i.e. sections 3 to 6 (except section 3 paragraph 3.2) of these T&Cs for the BVG online shop do not apply.

The Berliner Verkehrsbetriebe (BVG), a statutory public body, is your partner under this contract. The BVG has contracted the financial services providers LogPay Financial Services GmbH and Riverty GmbH to process payments.

(2) When ordering tickets in the BVG apps, customers must have at least limited legal capacity and the consent of a legal guardian to use the BVG apps. Otherwise, orders can only be accepted from persons aged 18 years and above. 

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

(1) The customer makes a binding offer on completing the online order process. 

(2) The order process involves the following steps:

In order to order tickets online using digital sales channels, the customer must register for the digital sales channels (apps or website) offered by the Berliner Verkehrsbetriebe (BVG) (see section 3.1). After successful registration and confirmation of the T&Cs, the customer can enter the data required for the order (e.g. type and number of tickets, payment method, etc.).

The customer can now review their data (e.g. name, address, payment method, tickets ordered) and make any necessary corrections before confirming the order by clicking on the ‘Complete order’ button.

(3) The order constitutes a binding offer to enter into a contract by the customer. The BVG will promptly confirm receipt of the order. Confirmation of receipt does not constitute binding acceptance of the order. 

(4) The contract for the ticket ordered by the customer takes effect when the BVG accepts the customer’s order by sending separate email notification or by sending the ticket to the customer.  

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

(6) The purchase price is due immediately. 

(7) The range of available mobile tickets may change at any time without prior notice. Customers are not entitled to the issue of physical tickets for mobile tickets. Restrictions may apply to advance purchases of these tickets. 

3.1 Ordering subscription tickets 

(1) Registration is not required if using the offline BVG order form to order subscription tickets. You will, however, need to register if you use our online order form. The offline BVG order form or the relevant online order form should be used and sent to the BVG no later than the 10th day of the month preceding the month in which the subscription is to start. 

It must contain the customer’s first name and surname, date of birth, address, and contract details (email address at minimum). If ordering for minors, this information must be provided for their legal guardian. If ordering for legal entities (companies), this information must be provided for their legal representative. 

For legal reasons, tickets can only be sent to addresses in Germany (permanent or current address). 

(2) Existing customers can log in online using their registered email address and password and change their data or cancel their contracts. 

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

3.2.1 Registration in the BVG single sign-on (SSO) system

(1) In order to order tickets through the BVG’s digital sales channels and to use the e-payment service, a one-time registration in the central sales system of the BVG (‘single sign-on’) is required. For this purpose, the customer must provide the following information: 

• First name and surname
• Email address 
• A password with the following requirements:
  • At least 8 characters long
  • Contains at least one upper case letter
  • Contains at least one lower case letter
  • Contains at least one special character
  • Contains at least one number
  • Do not use trivial passwords, e.g: password, password123, etc.

More information on single sign-on (SSO) registration can be found by going to https://www.bvg.de/de/datenschutz/zentrale-anmeldung (only in German).

3.2.2 Registration in a BVG app (online shop)

(1) In order to place orders in our BVG online shop using the e-payment service, the customer can register in the BVG app with their single sign-on account after downloading the app. The following information has already been provided:

• First name and surname
• Email address 
• A password meeting the requirements above

The customer may then enter their preferred payment method, account details, credit card details, and a billing address in their customer profile in a selected BVG app.

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 or our commissioned agents are 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  

All prices stated correspond to the approved fares in accordance with the VBB fares scale and include the statutory VAT applicable to the fare products. If the rate of VAT changes, the customer agrees to a corresponding adjustment in prices.

(1) In addition to the terms and conditions set out above, the following regulations also apply to payment of the selected tickets.

The available payment methods are available only to legally competent persons over 18 years of age. 

(2) Payment for subscription tickets is collected by the BVG by SEPA direct debit according to the VBB fares scale, appendix 5  (terms and conditions for subscriptions). Other payment methods may be offered in the apps.

(3) The BVG uses the payment service provider LogPay Financial Services GmbH, Schwalbacher Straße 72, 65760 Eschborn, Germany (‘LogPay’) and the payment service provider Riverty GmbH, Gütersloher Str. 123, 33415 Verl, Germany (‘Riverty’) to process the e-payment service (e.g. web shop, mobile app).

The payment due for purchased tickets will be collected by LogPay or Riverty, depending on the selected payment method, to whom all due payments, including any ancillary claims and fees, are sold and assigned (notice of assignment).

LogPay and Riverty are the third-party beneficiaries of the following provisions. They are also authorised to collect payments in their own name and for their own account. 

Riverty will usually collect the payment due by SEPA direct debit or credit card within five (5) banking days following purchase of the ticket. Customers must ensure that they have sufficient funds in their account. 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 

At present, subscription tickets can only be paid by SEPA direct debit. The BVG reserves the right to offer other payment methods.

Customers may choose from the following payment methods (the specific payment methods available in the BVG apps may, however, vary): 

• SEPA direct debit mandate (at present mandatory for subscription tickets) 
• Credit card (Visa, MasterCard, and American Express) 
• Payment via PayPal (see section 4.2)
• Google Pay and Google Pay Express 
• Apple Pay and Apple Pay Express 

Other payment Payment method are not currently available. Customers are not automatically eligible to use a specific payment method. The BVG reserves the right to adjust the payment methods offered for each sales channel at any time, i.e. to remove or add payment methods.

More information on payment by SEPA direct debit, credit card, Google Pay and Apple Pay through Riverty can be found by going to https://documents.riverty.com/app/web_terms_conditions/de_de.

Please note that these General Terms and Conditions of Business and our privacy policy also state that if you are not yet known to Riverty as a customer, Riverty will transmit your data to credit agencies (such as Schufa) to check your details and creditworthiness to avoid payment defaults when paying by SEPA direct debit or credit card.

4.2 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. To pay via PayPal, PayPal must be selected as the payment method. Customers are then redirected to the PayPal site, where the required data must be entered and the payment confirmed. 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 by the BVG once the payment has been successfully processed by PayPal.

More information on payment via PayPal through Logpay can be found by going to https://documents.logpay.de/de/allgemeine_geschaeftsbedingungen_de.pdf.

There is no right to cancel contracts for the purchase of tickets (Section 312(2)(5) of the German Civil Code (BGB) (contracts for the carriage of persons)).

6.1 Mobile tickets 

(1) Mobile tickets are made available in accordance with sections 2(5) and (6).

In order to prevent misuse, the BVG reserves the right to delay the provision of mobile phone tickets for viewing by at least 60 seconds. If the provision is delayed, the BVG will inform the customer in advance. 

6.2 Retention of title 

All tickets 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 contracted 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. 

8.1 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 affected as a result. Any wholly or partially invalid provisions shall then be replaced by provisions that correspond to the original intention.

8.4 Information on dispute resolution 

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

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. 81 
D-10623 Berlin

Telephone: (030) 6449933 0 
Email: kontakt@soep-online.de
Internet: https://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. 

Last updated:  22 April 2024