General Terms and Conditions
General terms and conditions of business for the Wiener Linien ticket shop and "Mobiler Online-Ticketshop"
The following terms and conditions of business apply for all electronic orders transmitted to us and must be recognised and accepted by you with every order. The tariff conditions (Tarifbestimmungen)(legal information) as well as the carriage conditions(Beförderungsbedingungen)(legal information) as amended, form part of the contract and remain unaffected hereby.
Clicking the button "Add to shopping cart" in step 5 (Verify) of the ordering process, receipt of an order confirmation and a link to download the ordered ticket by e-mail creates a legally binding service contract between you and Wiener Linien GmbH & Co KG, Erdbergstraße 202, 1031 Vienna.
Clicking the button "Add to shopping cart" in step 5 (Verify) of the ordering process and receipt of an order confirmation for the ordered merchandise product or for the entrance ticket for the Vienna Transport Museum by e-mail creates a legally binding sales contract between you and Wiener Linien GmbH & Co KG, Erdbergstraße 202, 1031 Vienna. The customer and contract data will be saved for billing and for the creation of subscription agreements and can be viewed at any time via the online access or customer login under the section "Personal data" and "My orders."
The language of the contract is German.
The tariffs in accordance with the tariff conditions (Tarifbestimmungen)(legal information) of VOR as amended, shall exclusively apply.
Shipping and Shipping costs
Shipment is carried out as appropriate in the individual case to the shipping address indicated during the order process (usually by mail, in exceptional cases by delivery service). Orders exceeding a value of the goods of EUR 500.00 may be shipped in more than one consignment. When ordering a ticket which cannot be printed out but will be delivered by mail, we will charge a fixed shipping fee of € 7.00.
When ordering merchandise products, we will charge shipping fees between € 2.50, € 5.00, € 7.00 or € 10,00 (national), € 15.00, € 17.00 or €25,00 (international) for each order, depending on the weight of the product and on the work and time required. Yearly travel card orders and merchandise orders with an order value of more than € 200.00 will be shipped free of charge, unless agreed otherwise in the respective ordering process.
Terms of payment
The ordered products will be invoiced and paid in Euros. Payment shall be made in advance during the online ordering process by credit card or bank transfer (eps Onlinebanking). Orders of yearly travel cards can also be paid by single payment or in monthly instalments via the direct debit system, provided that a SEPA direct debit mandate has been granted.
Should Wiener Linien be unable to process your payment using your chosen payment option, for reasons beyond the control of Wiener Linien, or should you repeatedly cancel order processes without apparent necessity, we reserve the right to temporarily block your customer account.
This temporary ban will be lifted upon your explicit pledge in writing to use a suitable and fully functional payment option and/or refrain from groundless cancellations of order processes during future transactions (mail to: email@example.com).
In case of reoccurrence (after the temporary ban has been lifted) we reserve the right to permanently disable your customer account and charge you for any additional costs incurred (charges accrued through payment service providers, additional efforts and expenses).
Place of performance
Place of performance for all business activities shall be the company’s location in Erdbergstraße 202, A-1030 Vienna.
Delivery of tickets or maps of the Vienna Public Transport System
Currently available tickets for mail dispatch:
- 24 hour Vienna ticket
- 48 hour Vienna ticket
- 72 hour Vienna ticket
- Vienna shopping ticket
- Ticket for a single trip
- 2 journey ticket reduced
- 2 journey ticket for senior citizens
- 4 journey tickets for adults
- 4 journey ticket reduced
- 8-day ticket Vienna
- Vienna weekly ticket
- Vienna monthly ticket
In addition, the map of the Vienna Public Transport System can also be shipped by mail.
During the shipment of the ordered ticket, the risk of loss or damage to the ticket shall only pass to the consumer when the ticket has been delivered to the consumer or a particular third party other than the carrier. If the ticket is collected by the consumer or a third party appointed by the consumer (e.g. messenger service) without using any of the options suggested by us, the risk shall pass already upon handover of the ticket to the consumer or the third party appointed by the consumer.
The tickets are usually delivered within five working days from receipt of payment, but within 30 days at the latest, to the stated delivery address. Delivery may also be organised by contractual partners of Wiener Linien.
Print tickets for printing at home, or mobile display on mobile phones
Currently available tickets in the online ticket shop or in the mobile online ticket shop (iPhone, Android & mobile websites):
- Vienna shopping ticket (only online ticket shop)
- Single ticket (only online ticket shop)
- Day ticket (only online ticket shop)
- 24 hour Vienna ticket
- 48 hour Vienna ticket
- 72 hour Vienna ticket
- Vienna weekly ticket
- Vienna monthly ticket
- Youth Ticket
- Top Youth Ticket
- Vienna Semester Ticket for people with main residence in Vienna
- Vienna Semester Ticket
- Vienna monthly ticket for university students
- Vienna holiday monthly ticket (for university students)
Currently available tourist tickets in the online ticket shop:
- EASY CityPass Vienna (24 hours)
- EASY CityPass Vienna (48 hours)
- EASY CityPass Vienna (72 hours)
- EASY CityPass Vienna (one week)
- QUEER CityPass Vienna (24 hours)
- QUEER CityPass Vienna (48 hours)
- QUEER CityPass Vienna (72 hours)
- QUEER CityPass Vienna (one week)
- The Vienna Card - Official City Card (48hours)
- The Vienna Card - Official City Card (72 hours)
- Entrance ticket for the Vienna Transport Museum adults full price
- Entrance ticket for the Vienna Transport Museum adults reduced price
- Entrance ticket for the Vienna Transport Museum youth full price
- Entrance ticket for the Vienna Transport Museum youth reduced price
Also available are Printtickets (single rides, day tickets, weekly and monthly tickets) for the Verkehrsverbund Ost-Region for routes from A to B in combination with the zone VIENNA (Start/Destination/Via Vienna).
After completing the order process, the tickets marked with the printer icon can be printed out immediately with the button "Download ticket here". You will also promptly receive an e-mail with an order confirmation and a link for downloading the tickets, which you can then save and print out. The online tickets marked with a printer icon will not be sent by ordinary mail. You are responsible for printing out the tickets in such a manner that all of the information is completely and perfectly legible and verifiable. It is especially important to print the tickets in their original size.Any tickets that are not completely legible and verifiable during a ticket check shall be deemed invalid under Art. I./E. of the tariff conditions (Tarifbestimmungen) (legal information), as amended.
Tickets to be printed out at home or for display on suitable mobile phones are not transferable and are only valid in combination with an official photo identification (passport, personal identify card, driving licence etc.), TOP Youth Tickets and Youth Tickets with a school student ID or trainee ID card, Tickets for students with a student ID card
Instead of printing them out on paper, the tickets listed below can be downloaded onto a suitable mobile phone (e.g. via App for Android smartphones and iPhones or for Blackberrys and other mobiles via URL using a suitable mobile internet browser) and can thus also be carried as a valid ticket.
Tickets purchased via the Mobile Online Ticket Shop are displayed directly on your mobile phone after the completion of the ordering process and cannot be printed out.
It must be noted that displaying the ticket on the mobile telephone is only possible via the login of the person registered in the ticket shop. Should a ticket be ordered for another person, this will also be displayed on the mobile phone of the registered user. If the mobile is not suitable for displaying tickets digitally, then the paper form of the ticket must still be carried. Care must be taken to ensure that the ticket on the mobile is displayed correctly and legibly and is presented together with the specified photographic ID in case of a ticket inspection.
Wiener Linien will provide the necessary software at no extra cost for displaying tickets on a mobile phone. You can find more detailed information on this under "How to view tickets on your mobile phone". We expressly point out that the receipt of data packets is not free and that fees will vary depending on the terms of your mobile phone service provider. Please ask your mobile phone service provider about potential fees (including roaming charges) associated with a data download.
Delivery of yearly travel cards
Yearly travel cards are generally issued at the beginning of their term with effect from the first day of the next month, and are valid for one calendar year from this date. Yearly travel card merchandise products are generally delivered to the specified delivery address within five business days from receipt of payment, or in the case of SEPA direct debit mandates, after submission of the signed order form.
Delivery of merchandise products
Merchandise products are generally delivered to the specified delivery address within five business days from receipt of payment, but within 30 days at the latest. Delivery may also be organised by contractual partners of Wiener Linien.
Warranty shall be governed by the statutory provisions (24 months from receipt of the goods). If replacement or improvement is out of the question (impossible, excessive expense, unreasonable, default), the purchaser shall be entitled to reduce the price, or if the defect is substantial, to cancel the contract (rescission). The replacement of consequential damages (caused by defects) as well as other material defects, financial losses and third-party losses to the customer is excluded, unless this is a consumer business.
During the shipment of the goods, the risk of loss or damage to the goods shall only pass to the consumer when the goods have been delivered to the consumer or a particular third party other than the carrier. If the goods are collected by the consumer or a third party appointed by the consumer (e.g. messenger service) without using any of the options suggested by us, the risk shall pass already upon handover of the goods to the consumer or the third party appointed by the consumer.
You may inquire to the competent customs office with respect to customs duties for deliveries outside the EU.
Reservation of title for merchandise products
All merchandise products supplied will remain the property of Wiener Linien until they have been fully paid.
According to § 1 (3) FAGG (Long-Distance and External Business Act), contracts for the carriage of passengers cannot be revoked. As a consequence, revocation can be considered exclusively if merchandise products or the map of the Vienna Public Transport System are purchased by consumers as defined in § 1 KSchG (Consumer Protection Act). For entrepreneurs, revocation is fully excluded.
In such case, if you are a consumer you may revoke the contract concluded within 14 days without having to state any reasons.
The period for revocation shall commence on the day when you or a third party appointed by you who is not acting as the carrier obtains possession of the goods.
In order to exercise your right of revocation, you have to inform us (Wiener Linien GmbH & Co. KG, Abteilung Tarif & Vertrieb, Erdbergstraße 202, A-1030 Vienna, firstname.lastname@example.org, fax: +43 1 7909 37009) using a clear statement (e.g. a letter sent by mail, fax or e-mail) on your decision to revoke this contract. For this purpose, you may but do not have to use the template revocation form below.
The timely dispatch of the information on exercising the right of revocation before expiry of the period for revocation shall be deemed sufficient for compliance with the period for revocation.
Consequences of revocation in case of merchandise products and the map of the Vienna Public Transport System
If you revoke this contract, we shall immediately within 14 days from the day when we received the information on your revocation at the latest, refund all payments we have received from you, including the shipping fees (with the exclusion of the additional costs incurred by selecting another type of delivery than the cheapest standard delivery offered by us). We will refund these payments using the same means of payment you have used in the original transaction, unless other agreements have been expressly made with you. We will not charge any fees for such refunds.
In case of revocation, we may refuse the refund until we have received the returned goods or until you submitted the proof that you returned the goods to us, whichever is earlier.
If you received any goods, you shall immediately and in any case within 14 days from the day when you informed us on the revocation of this contract, return or hand over the goods to us. The deadline is met if you send off the goods before expiry of the period of 14 days. You shall bear the direct costs for the return of the goods.
You will only have to pay for a possible loss in the value of the goods if this loss in value is due to the fact that you treated the goods in a manner which has not been necessary to check the quality, characteristics and mode of function of the goods.
Template revocation form
If you would like to revoke the contract, please complete and return this form to:
Wiener Linien GmbH & Co KG, Abteilung Tarif & Vertrieb, Erdbergstraße 202, A-1030 Wien, email@example.com
—I/we (*) herewith revoke the contract on the purchase of the following goods (*) concluded by me/us (*)
— Ordered on (*) / received on (*)
— Name of the consumer(s)
— Address of the of the consumer(s)
— Signature of the consumer(s) (only in case of information provided on paper)
(*) Please delete as appropriate
Repurchase and exchange
The repurchase and exchange of tickets and yearly travel cards, except online tickets to be printed out or displayed on a mobile phone, shall be governed by the VOR tariff conditions (Tarifbestimmungen)(legal information), as amended
Semester Travel Cards Online
Season tickets at a university student price are monthly tickets and semester network tickets for students enrolled in academic institutions subsidized under section 3 StudFG (Austrian Student Support Act). Since these tickets are monthly tickets and semester travel cards subsidized by the City Of Vienna and the BMVIT (Austrian Federal Ministry of Transport, Innovation and Technology), they can only be obtained upon presentation or verification of the documentation required in each case for eligibility (e.g. confirmation of enrolment, residence registration form, etc.). The eligibility requirements must be fulfilled not only when the ticket is purchased but also when the validity period starts. Wiener Linien expressly reserves the right to demand the return of the ticket and to take further legal action if you provide false information in order to obtain a monthly or semester travel card to which you are not entitled
Yearly Travel Card Online
With the yearly ticket service, we are offering you another modern service for the independent and automation-supported ordering and management of yearly travel cards, for changing basic customer data, and for viewing your customer account. As a current yearly travel card customer, in just a few steps you can register with the yearly ticket service or set up an online access and view your subscription and customer data. We would like to point out that this is a self-service and that the user is solely responsible for the correctness of the information and for uploading a proper and easily recognizable photo. If this service is used improperly, controls may lead to complaints according to the applicable VOR tariff conditions and the conditions of carriage, and to your online access being blocked and you being barred from using the yearly ticket service.
We will hold you liable for any damages resulting from false statements made when using our online service. If you intentionally provide false statements or abuse our services, we may permanently bar you from using the online ticket shop https://shop.wienerlinien.at. We cannot guarantee interruption-free availability of neither the online ticket shop https://shop.wienerlinien.at nor of the associated ticket apps, which is due to the technical conditions necessary for internet services and telecommunication, which are outside our control. Therefore you may not hold us liable if the ticket shop and the ticket apps are temporarily not available. The same applies for any maintenance periods required. We do not assume liability for the accuracy and completeness of the information provided. If individual provisions of these GTC should be or become invalid, this shall not affect the validity of the remaining provisions.
Austrian law shall apply, under exclusion of the conflict of law rules of international private law and the UN Sales Convention. Place of jurisdiction shall be the competent court in Vienna. Consumers as defined in the KSchG (Consumer Protection Act, federal law gazette 140/1979) shall be subject to the provisions of § 14 KschG on the place of jurisdiction. In case of legal disputes arising from this contract, the mandatory provisions at the consumer’s place of residence shall also apply to the contractual relationship. We recognize the Internet Ombudsman as the extrajudicial board of arbitration: Internet Ombudsman, Margaretenstr. 70/2/10, 1050 Vienna. Detailed information in particular about the access to this arbitration panel can be found on: http://www.ombudsmann.at/schlichtung.php/cat/2/title/So_funktioniert%27s
We recognize the „ agency of Passenger rights (APF) (Agentur für Passagier- und Fahrgastrechte (APF))” which is component of the SCG (Schienen Control GmbH) as out-of-court Arbitration board. You will find more information, especially for the access to this Arbitration board (conditions for out-of-court settlement, registration) under: http://www.apf.gv.at/de/home-apf.html.
We commit ourselves, in case of disputes to participate on the Arbitration process of the Internet Ombudsmann.
Find further information to the type of procedure under http://www.ombudsmann.at/ or at the respective rules of procedure:
Rules of Procedure of the Internet Ombudsmann for alternative dispute resolution according to the AstG (AstG-Schlichtungsverfahren/AstG- Arbitration process).
Directives for the Arbitration process of the Internet Ombudsmann outside the scope of the AstG (Standard-Proceeding).
For the settlement of disputes with our company there can also be used the OS-platform: link to the OS-Platform (is currently not available)
Our E-Mail Adress: firstname.lastname@example.org
These General Terms and Conditions are effective as of 17 th June 2016 (last update)