GENERAL TERMS AND CONDITIONS 

Digital services provided by Wiener Linien (hereinafter referred to as WL) are available via the following sales channels: 

- Fanshop (https://shop.wienerlinien.at/) for purchasing merchandising articles

- WienMobil Ticketshop App (iOS and Android) for purchasing travel tickets, entry tickets for the Remise transport museum and services offered by the WienMobil Vorteilswelt.

- WienMobil Ticketshop Web (https://shop.wienmobil.at/) for buying travel tickets and entry tickets for the Remise transport museum 

The following terms and conditions apply to the use of these sales channels 

1. Scope of validity and consent 

1.1 The following terms and conditions apply to the purchase of travel tickets and other articles via the digital sales channels mentioned herein. The tariff provisions for the Transport Authority Eastern Region (VOR) and the Terms and Conditions of Carriage of Wiener Linien GmbH & Co KG (legal notices), as amended, constitute integral contractual elements when purchasing travel tickets. 

1.2. WL retains the right to implement changes to these terms and conditions of use necessary as a result of the introduction of new products or services or on the grounds of revised legislation or judgements applicable to the products or services offered by WL and to do so without prior notice. Your consent will enable you to continue purchasing travel tickets and other articles via the digital sales channels mentioned herein. If you fail to consent, you will only be able to make use of those features for which no registration is required (e.g. route planning, information about disruptions, etc.). 

1.3. With regard to the log-in portal logwien, the terms and conditions of use shall apply to this service. logwien is a feature allowing you to use the online services of companies forming the Wiener Stadtwerke Group via a single login and password. 

2. Concluding a contract 

2.1. Clicking the relevant button (for example “purchase now/buy now”) during the purchasing process and the sending of the confirmation email shall effect a legally binding contract of carriage (when buying a travel card) or a legally binding purchase agreement (when buying other articles) concluded between yourself and WL. 

3. Contractual language: 

3.1. The contractual language is German. This document is an unofficial translation of a German-language original and is provided for information purposes only. In the event of any discrepancies or disputes, the German-language version hereof shall be legally binding and authoritative. 

4. Fares 

4.1. In the case of travel tickets covering the VOR region offered for sale by WL, these shall be covered exclusively by the tariffs set out in the tariff provisions for the Transport Authority Eastern Region (referred to hereinafter as VOR) as amended. 

5. Shipping and shipping costs 

5.1. Merchandising articles and travel tickets are generally shipped to the delivery address provided within five and no later than 30 working days of the confirmation email being sent. Shipping may be undertaken by contractual partners of WL. In the case of travel tickets and merchandising articles sent by post, the risk of loss or damage shall first be borne by you from the point in time that you or a third party you designate takes receipt of the travel ticket or merchandising article. In the event that you collect the travel ticket or merchandising article yourself or instruct a third person to do so on your behalf (e.g. a courier) rather than making use of one of our recommended options, then you shall bear the associated risks from the point in time that the travel ticket or merchandising article is handed over to you or your designated third party. 

5.2. Shipping will be to the delivery address specified in the order (generally by standard postal services, in exceptional cases via courier services). Orders may be shipped as several separate consignments. When ordering travel tickets which cannot be printed, and are therefore sent by post, or when ordering merchandising articles, standard shipping costs will also be payable. These shipping costs and all other standard amounts associated with shipping will be clearly visible in the shopping cart during the ordering process. Annual passes are shipped free of charge. 

5.3. All merchandising articles shipped shall remain the property of WL until paid for in full. 

5.4. The warranty is based on the legally applicable requirements (24 months from receipt of the goods). Unless otherwise prescribed by law, any liability to provide compensation in cases of consequential damages or losses and any other damage to or loss of property, financial losses and losses incurred by third parties is hereby excluded. 

5.5. Customs duties related to shipments beyond the bounds of the EU should be clarified with the competent customs authorities. 

6. Terms of payment

6.1. The billing and payment of ordered travel tickets and other articles shall be in Euro and settled in advance during the course of the ordering process by means of a credit or debit card, PayPal, Apple Pay or bank transfer (eps online banking). Orders for annual passes can be made on the basis of a SEPA direct debit mandate or by means of annual or monthly direct debits. 

6.2. In the event that, on grounds for which WL is not responsible, it is not possible to transact payments via the payment method you have specified or, should ordering processes be interrupted without any apparent need therefor, we shall retain the right to temporarily block your customer account. 

6.3. This temporary blocking of your account will be lifted if you explicitly inform us in writing of a suitable and functional means of payment or in future refrain from unauthorised interruptions of the ordering process (via email to: ticketshop@wienerlinien.at). 

6.4. In case of recurrences (after lifting the temporary block), we retain the right to permanently block your customer account and to charge you the additional costs (payment service provider, additional administrative work, etc.) incurred. 

7. Place of performance 

7.1. The place of performance for all transactions is the head offices of WL located at Erdbergstraße 202, 1030 Vienna. 

8. Ticket details 

8.1. Please note that it is only possible to display electronic tickets (Mobile Tickets, as defined by the VOR tariff provisions) on your mobile device if you are logged in to the mobile sales channel. If you purchase a ticket for another person, this will also be displayed on the mobile device under your user account. If your mobile device is not suitable for displaying electronic tickets (Mobile Tickets), then you will need to print your ticket as a PDF and take this printout with you (print-at-home tickets as defined by the VOR tariff provisions). Please ensure that your ticket is displayed correctly and legibly on your mobile device. 

8.2. Tickets purchased using the WienMobil app will be displayed directly on your mobile device as soon as the purchasing process has been concluded. 

8.3. The services necessary to use your mobile device (website or app) are available free-of-charge. 

8.4. We wish to explicitly point out that, depending on the relevant terms and conditions of your mobile provider, receiving data packets may incur costs. Therefore, please consult your mobile provider about any possible costs which may be incurred if you download data via your mobile network (including any roaming charges outside the EU). 

8.5. With regard to the validity of PDF tickets (print-at-home tickets), you yourself are responsible for ensuring that all of the details defined by Point 3.4 of tariff provisions for the Transport Authority Eastern Region (VOR) , as amended, are sufficiently legible on the printout for inspection purposes. Note in particular that tickets are to be printed in the original size. Any tickets which are not complete and clearly legible or verifiable in the course of a ticket inspection shall be deemed invalid. 

8.6. Please note that both electronic tickets (Mobile Tickets) and PDF tickets (print-at-home tickets) are not transferable and are valid only in combination with a photo ID. In the case of all other tickets defined by the VOR tariff provisions (specifically the section relating to proof of entitlement), the relevant preconditions stated shall apply. 

9. Annual pass online services 

9.1. Our annual pass online services offer you the option of ordering and managing annual passes yourself and also changing your customer master data and viewing your customer account. As an existing annual pass holder, a few steps are all it takes to register and set up your online access as well as to view your contract and customer details. We wish to point out that this relates to a self-service option and that you yourself are exclusively responsible for the accuracy of the data as well as for uploading an appropriate and clearly identifiable photo. 

9.2. If this service is misused, your online access may be blocked, resulting in you no longer being able to use the online services for annual passes.

9.3. Annual passes are generally issued to come into effect on the first day of the next month and are then valid for a period of one calendar year from this point in time. 

9.4. Annual passes are usually sent to the delivery address provided within two weeks of being ordered or, in the case of renewals, in the week prior to becoming valid.

10. Recession, refund and exchange 

10.1. Tickets for the central Vienna zone (Kernzone Wien) which are offered as PDF print-at-home tickets or electronic tickets (Mobile Ticket) to be displayed on a mobile device cannot be cancelled, exchanged or refunded. No rights to withdraw apply (refer also to the tariff provisions of the VOR Transport Authority Eastern Region)

11. Right of recession 

11.1. No right of recession, as defined by Article 1 (3) of the Federal Act on Distance and Off-Premises Transactions (FAGG), exists in the case of contracts relating to passenger services. Any right of recession therefore applies exclusively to the purchase of merchandising articles. 

11.2. The deadline for this right in the case of purchasing merchandising articles begins on the day on which you or your designated third party (with the exception of those third parties acting as carriers) come into receipt of the goods. 

11.3. In order to exercise your right of recession, you need to inform us (Wiener Linien GmbH & Co KG, Abteilung Vertrieb & Beratung, Erdbergstraße 202, A-1030 Vienna, ticketshop@wienerlinien.at, Tel.: +43 (0) 1 7909 100 Fax: +43 (0)1 7909 73009) by means of a clear statement (e.g. a letter sent by post, a fax or an email) about your decision to withdraw from the relevant contract. You may, but are not obliged to, use the following sample withdrawal form (refer to point 11.9). 

11.4. In order to meet the withdrawal deadline, it is sufficient for you to provide evidence that you have sent the notification about exercising your right of recession prior to the deadline expiring.

11.5. If you withdraw from this contract, we shall be required to reimburse all payments we have received from you, including the shipping costs (with the exception of additional costs which arise as a result of your selecting a shipping option other than the most cost-efficient standard option offered) without delay and no later than 14 days after the date of our receipt of the notification of your withdrawal from the contract. This reimbursement shall be based on the same method of payment which you used for the original transaction unless explicitly agreed otherwise; Under no circumstances will you be subject to charges for this reimbursement. 

11.6. If you wish to cancel your order, you shall be required to return (ship or hand over) the relevant merchandising article(s) to us without delay and in no case later than 14 days after the day upon which you informed us of your intention to withdraw from the contract. This deadline shall be regarded as having been complied with if you provide evidence that the relevant article was dispatched within 14 days. You shall bear the directly related shipping costs. 

11.7. In the event of a withdrawal from a contract, we shall have the right to delay reimbursement until such time as we have received the relevant merchandising article or you provide evidence that the article has been returned, which ever point in time is earlier. 

11.8. You shall only be obliged to reimburse any decline in the value of the merchandising article if this is attributable to the use or handling of the article in a manner other than that associated with an assessment of the properties, characteristics and features of the article. 

11.9. If you wish to withdraw from the contract, you can complete and send the following form to us: Withdrawal Form (PDF) Wiener Linien GmbH & Co KG, Abteilung Vertrieb & Beratung, Erdbergstraße 202, 1030 Vienna, ticketshop@wienerlinien.at. 

11.10. Notwithstanding point 

11.1 and the offers contained thereunder, an exception applies to the right to withdraw on the grounds of the fulfilment of the contract prior to the expiry of the right to withdraw period, pursuant to Article 18, para. 1 (11) of the Remote and External Business Act (FAGG), with regard to orders relating to digital content which cannot be saved on a physical data medium, particularly with regard to games which can be downloaded. 

11.11. Any right of recession is entirely excluded in the case of business customers. 

12. Liability

12.1. You shall be liable for any losses incurred as a result of your abusing our online services or providing false details. As a result, you may be permanently excluded from using our services in future. 

12.2. WL cannot guarantee uninterrupted access to the online services offered due to the fact that the necessary technical preconditions for internet services and telecommunications are beyond our sphere of influence. WL shall accept no liability for the temporary non-availability of the online services. The same shall apply with the regard to necessary maintenance intervals. 

12.3. WL shall also accept no liability in connection with the completeness, accuracy, up-to-date status or any contradictions relating to information provided by third parties (e.g. links to third-party websites). 

12.4. In all other cases, liability shall not be borne by WL in as far as this does not relate to wilful or grossly negligent damage or personal injury. 

13. Dispute resolution 

13.1. With regard to the agencies for alternative dispute resolution defined under Article 4 of the Austrian Alternative Dispute Resolution Act (AStG), the Independent Arbitration Board (apf) and the internet ombudsman office of WL shall represent options. 

13.2. WL recognises the Independent Arbitration Board (apf), forming part of Schienen Control GmbH, as an out-of-court arbitration centre with regard to the provisions set out under Article 2, para. 2, of Regulation (EU) 181/2011 concerning the rights of passengers in bus and coach transport. For more details, particularly with regard to this arbitration centre, please refer to: https://www.apf.gv.at/en/agency-for-passenger-rights.html

13.3. We also recognise Internet Ombudsstelle as an out-of-court arbitration board: Internet Ombudsstelle, email: kontakt@ombudsstelle.at. For more information, particularly with regard to contacting this arbitration board (registration is a precondition for out-of-court dispute resolution), please refer to: www.ombudsstelle.at. 

13.4. The procedural guidelines of the Internet Ombudsstelle for alternative means of dispute resolution pursuant to the AStG legislation (Austrian Alternative Dispute Resolution Act) can be viewed (in German only) at https://www.ombudsstelle.at/fileadmin/daten/So_funktionierts/Richtlinien_Internet_Ombudsstelle_AStG-Verfahren_20200901.pdf, while those for arbitration processes other than under the scope of application of the AStG legislation (standard procedure) can be viewed (in German only) under https://www.ombudsstelle.at/fileadmin/daten/So_funktionierts/Richtlinien_f%C3%BCr_das_Standard-Verfahren.pdf. 

13.5. Disputes with our company can also be resolved through reference to the online dispute resolution website of the European Commission: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show. 

14. Access 

14.1. By means of the WienMobil service, WL provides access to services offered by various mobility providers and the WienMobil Vorteilswelt platform on which services offered by various providers can be accessed. This access is granted by means of links to their applications and services. WienMobil Vorteilswelt provides customers with access to both WL’s own services as well as those offered by external providers. These offerings relate to advertisements, promotions, vouchers, competitions and other forms of advertising-related communication. 

14.2. The use of all services offered by WienMobil solely for information purposes does not require users to register. Registration in the WienMobil app is only necessary in the case of purchasing tickets or taking advantage of other services offered by the WienMobil Vorteilswelt platform. 

14.3. WienMobil Vorteilswelt can only be accessed via the WienMobil app. The preconditions for using or redeeming services offered by the WienMobil Vorteilswelt platform are as follows: - Registration in logWien - Logging in to the WienMobil app - The purchase or, where previously purchased, the digital storage of annual passes in the WienMobil app 

14.4. The general terms and conditions of the various mobility providers can be accessed under the following link: https://www.wienerlinien.at/wienmobil/rechtliches 

These terms and conditions form the basis of the contractual relationship with the providers of supplementary mobility services (e.g. with regard to payment, liability, term and termination, etc.). In as far as third-party providers have quoted their own terms and conditions in the services offered on the WienMobil Vorteilswelt platform, these terms and conditions shall apply with regard to the provision of the relevant service(s). 

14.5. WienMobil simply provides information about these mobility services. WL itself shall not act as a contractual partner (refer to 14.1). The WienMobil Vorteilswelt platform is run by a third-party company which manages the WienMobil Vorteilswelt offerings. Contractual arrangements are always concluded between the relevant provider and the user. In as far as the offering in question is not provided by WL, WL shall not be a party to the contract.

14.6. Where available, price-related information will be displayed in the WienMobil app. A “from price” or an “approx. price” will be calculated for the requested route, which depends on the proposed means of transport and/or the proposed mobility services (e.g. taxi, car-sharing, bike-sharing). It is clearly stated here that these prices are purely informative in nature and are therefore not legally binding. 

14.7. All information related to supplementary mobility services or WienMobil Vorteilswelt services offered by third-party providers is made available by the relevant providers. WL shall accept no liability or offer any warranty with regard to the accuracy, correctness and completeness of this information (such as that relating to availability or actual prices; see above). Display errors, interruptions (as a result of a temporary and/or partial lack of availability, repair, update or maintenance work relating to websites or any other grounds), inaccurate, incorrectly forwarded or erroneous information or the failure to transmit information can never be completely excluded. 

14.8. No rights to assert claims shall apply with regard to services offered on the WienMobil Vorteilswelt platform. Warranty obligations in connection with free-of-charge services are also excluded. No rights may be asserted against WL based on any customer support related to claimed service disruptions or errors associated with third-party contractual arrangements. 

14.9. Every provider of supplementary mobility services always remains responsible for the accuracy, completeness and correctness of the information (described) which it provides (such as availabilities, disruptions, etc.). The availability of services may therefore change between the point in time these are selected and the point in time that the contract is concluded. 

14.10. WL cannot guarantee the availability of the WienMobil service at all times.

15. Liability 

15.1. WL accepts no liability for link-based information and supplementary mobility services and shall not entertain any claims in connection with this information or these supplementary mobility services. In all other cases, liability shall not be borne by WL in as far as this does not relate to wilful or grossly negligent damage or personal injury. 

16. Intended usage 

16.1. The WienMobil service is provided solely for private, non-commercial purposes: Any other usage, particularly for commercial purposes, is subject to the explicit, prior and written approval of WL, or otherwise prohibited. Concluding terms 

17. Concluding terms 

17.1. Austrian law shall apply with the exclusion of conflicts of law provisions and the UN Law on the International Sale of Goods. 

17.2. The legal venue for settling disputes shall be the competent court of law in Vienna. With regard to consumers, as defined by the Austrian Consumer Protection Act (KSchG), as published in the Federal Law Gazette (BGBl. 140/1979), the stipulations of Article 14 thereof shall apply. 

17.3. In the event that any provisions contained in these conditions of use should be or become invalid, this shall have no bearing on the validity of the remaining provisions hereof. 

These general terms and conditions shall apply from 02.10.2023 (last update). Older versions of these general terms and conditions can be found at: https://shop.wienerlinien.at/cms/page/30