Important info

  • Rules for ticket sales

    17.02.2022

    T grupp OÜ rules for ticket sale

    These Rules are valid for the sale of bus tickets at the ticket offices of the bus stations part of the ticket sale system of T grupp OÜ, Tpilet self-service machines, online at www.tpilet.ee and in Tpilet mobile app.

    1. GENERAL PROVISIONS

    1.1 Ticket purchased at the ticket office, self-service machine, online at www.tpilet.ee or mobile app will serve as a document which gives the passenger the right to travel in a public transport vehicle.

    1.2 The ticket will indicate, in a legible manner, the number of the ticket, ticket price along with value-added tax, the amount of value-added tax, the point of departure and destination of the journey or the journey area, the number of the line, the time, place and date of departure of the public transport vehicle, the name and address of the carrier.

    1.3 Printouts of tickets are accepted on boarding buses of all coach companies.

    1.4 Tickets shown from Tpilet mobile app are accepted on boarding buses of all coach companies.

    1.5 Electronic bus tickets are accepted by all coach companies.

    1.6 SMS ticket ordered from Tpilet is accepted by all coach companies, except Ekspress-Auto L OÜ, Ekspressbussiliinid OÜ and UAB TOKS.

    1.7 A ticket purchased for a specific journey is valid only for the journey for which it was sold. The sale of tickets for Estonian internal bus lines begins minimum 10 (ten) days prior to the departure of the bus. The sale of tickets at ticket offices ends 5 (five) minutes prior to departure at the latest; the sale of online tickets (both on www.tpilet.ee and mobile app) ends 5–60 minutes (depending on a coach company) prior to departure at the latest.

    1.8 When a ticket is purchased upon boarding the bus at an intermediate stop, no seat availability shall be guaranteed by the coach operator. When boarding the bus after the initial stop or time of departure indicated on the ticket, no seat availability shall be guaranteed by the coach operator and if the coach is sold out, the coach operator can refuse to transport the passenger.

    1.9 Tickets could be replaced or changed once bought, according to the bus company rules.

    1.10 If the bus ticket is lost, damaged or destroyed, the passenger loses the right to travel in the public transport vehicle.

    1.11 A ticket that is lost, damaged or destroyed will not be replaced and the cost of the ticket will not be compensated for.

    1.12 A passenger who purchases a ticket for a public transport vehicle and misses its departure loses the right to use the same ticket on any other public transport vehicle. The ticket will not be repurchased and the cost of the ticket will not be compensated for.

    1.13 Pre-school children can travel only together with an adult. When buying a pre-school child ticket from the ticket office, the service provider has a right to check the existence of an adult travelling together with a preschool-aged passenger.

    1.14 It is not advisable due to security reasons for children under 12 years old to travel sitting on front seats (seats no. 1–4) or seats behind the second entrance/exit of the coach. If someone has bought a ticket for a child to such seats, depending on a specific carrier bus driver has a right to relocate the child and accompanying person to other seats on the same coach.

    1.15 T grupp OÜ is not liable for the regular services or the level of customer service of the public transport carriers.

    1.16 50 (fifty) cents service fee per ticket will be added to tickets purchased from Tpilet web-shop

    1.17 1 (one) Euro service fee will be added to 0 € price tickets bought from self-service machines, online at www.tpilet.ee and in Tpilet mobile app. As an exception 1 (one) euro service fee will be applied when buying senior 63+ and 7 to 19 y.o (incl.) passenger 0 € priced tickets from ticket offices to line 347 (Tartu-Pärnu).

    1.18 Without written contract with T grupp OÜ, it is prohibited to resell tickets bought from ticket office, Tpilet website and from other T grupp OÜ, sales channels. T grupp OÜ has the right to cancel tickets in which it has been determined that the ticket has been resold by person who doesn’t have the permission to do so.

    1.19 Paying for the travel ticket, passenger confirms that s/he has agreed carrier’s conditions which are available on homepage www.tpilet.ee and customer service offices.

    1.20 Carrier has right to impose additional concessions and discounts on the price for the certain conditions:

    1.20.1 Different categories of concessions and discounts for different routes and departure times.

    1.20.2 Different prices for travel tickets which may be sold online, at customer service offices and/or in the coach.

    2. OBLIGATIONS OF THE PASSENGER

    2.1 Upon obtaining a ticket, the passenger must immediately check the correctness of the information on the ticket and the accordance of the price of the ticket with the amount paid and if ticket is bought from www.tpilet.ee or Tpilet mobile app, the passenger must in addition also check if the ticket opens correctly in his device; any later complaints will not be considered. If the ticket has not arrived at the passenger’s email address or doesn’t open on the device, the passenger must immediately contact with Tpilet service desk – info@tpilet.ee or Mon–Fri 08:00–19:00, Sat–Sun 09:00–17:00 (except holidays) by calling +372 681 3408.

    2.2 The passenger is responsible for the correctness of the personal data (e-mail address, phone number, loyalty card number etc.) inserted in www.tpilet.ee or on Tpilet mobile app.

    2.3 Discount ticket is valid only with a valid document proving your right to travel with a discount. The passenger must hold the valid document for the whole journey. If the passenger fails to show a valid document to the bus driver or at the check-in, the driver or check-in assistant can request the passenger to buy a new ticket or payment of the difference between discount and full fare.

    2.4 The passenger is obligated to retain the ticket until the end of the journey and show it to the driver of the public transport vehicle, ticket inspector or an official who has inspection authority, at their first request; the ticket must not be given into the custody of the driver of the public transport vehicle.

    2.5 The passenger is obligated to arrive at the bus station no later than 15 minutes prior to the departure of a bus (regardless of whether a ticket has been purchased in advance or not).

    2.6 The passenger is obligated to take into account that a coach company has a right to refuse providing carriage services if the passenger is under alcohol or drug intoxication. In such case the ticket cannot be refunded.

    2.7 If the passenger wishes to travel with a pet, he is obliged to read and meet specific coach company’s rules of travelling with a pet. Some coach companies (for example Lux Express) allow pets to travel only in special transport cages. The passenger is obligated to take into account that the coach company has a right to refuse providing carriage services if the rules are not met. In such case the ticket cannot be refunded.

    3. TICKET RETURN

    3.1 In case of a cancelled journey the ticket will be repurchased and the money will be returned.

    3.2 According to rules established by the carrier, it is not possible to return nor change tickets with campaign price.

    3.3 Tickets can be returned only in a channel where it was purchased, except tickets bought from self-service machine which can only be returned to the ticket office or send ticket to the email address info@tpilet.ee before the departure of the bus.

    3.4 Tickets that will be returned prior to the scheduled departure will be repurchased and the money will be returned according to the following rules:

    3.4.1 1 (one) euro service fee will be applied when returning the ticket.

    3.4.2 Ticket return ends 15 (fifteen) minutes prior to the planned departure of the vehicle and later returns will not be refunded.

    3.4.3 100% of the ticket price will be returned if the ticket is returned more than 24 (twenty-four) hours prior to the departure and 1 (one) euro service fee will be applied.

    3.4.4 60% of the ticket price will be returned if the ticket is returned less than 24 (twenty-four) hours prior to the departure and 1 (one) euro service fee will be applied.

    3.5 All processes regarding ticket returns and repurchase will take place during the office hours of the ticket office.

    3.6 The return of tickets bought from the ticket office will be based on the original ticket at the ticket offices of the bus stations part of the ticket sale system of T grupp OÜ (Haapsalu, Jõhvi, Tartu, Tallinn, Rakvere, and Võru bus stations) and in Narva Fama bus stop ticket offices according to the clauses no 3.1 to 3.4 in the present rules. Tickets bought from Kuressaare, Pärnu or Viljandi ticket offices can be returned according to their Bus Station own rules. If ticket is bought from T grupp OÜ operated ticket office, it could be refunded only to the same operator ticket offices.

    3.7 The cost of the returned ticket on www.tpilet.ee or mobile app will be refunded within 3 working days to the bank account of the person who paid for the ticket.

    3.7.1 Refunding tickets bought by credit cards may take up to two weeks.

    3.8 If the journey is cancelled due to bus malfunction or other reasons the bus company is responsible for, the ticket purchased for this journey will be valid for arriving to the destination point by the same company’s different vehicle.

    3.9 Depending on rules laid down by the public transport carriers, a procedure of returning/changing tickets may apply which is different from these Rules. In such case, the rules established by the specific carrier apply.

    4. PROCESSING PERSONAL DATA

    4.1 The purpose of collecting personal data in the ticket sale system T grupp OÜ – Tpilet ticket self-service machines, online at www.tpilet.ee, and in Tpilet mobile app – is as follows:

    4.1.1 Email address of the ticket buyer will be used for sending the electronic ticket. Email address can also be used for notifying passenger if trip is changed or cancelled (in case carrier has informed Tpilet about the change). Also with the consent of the user receive an e-mail newsletter and offers.

    4.1.2 Collecting information about passenger names on international lines is necessary for identifying international passengers obliged by the law. For domestic passengers inserting a name is voluntary and might be used for simplifying ticket control when entering a coach. In addition passenger name data can be collected for checking right for a personal discount.

    4.1.3 On international lines inserting a phone number is necessary to notify the passenger if trip is changed or cancelled (in case the carrier has informed Tpilet about the change). For domestic passengers inserting a phone number is voluntary. 

    4.1.4 Document number, type of document, birth date and citizenship of the passenger data collection when purchasing an international ticket is obliged by the law.

    4.2 Based on the obligation implied from the Accounting Act primary accounting records and personal data related to these are kept for 7 years since the end of the financial year when primary document first occurred.

    4.2.1 Personal data not related to primary accounting records will be kept for 3.5 (three and a half) years.

    4.3 T grupp OÜ has right to forward personal data inserted by the passenger for purposeful usage to a carrier for which passenger has bought the tickets or third party who is fulfilling tasks by law (e.g. police).

    4.4 T grupp OÜ in its contracts with third parties has stated that personal data can be used only for purposeful usage and T grupp OÜ is not responsible for possible improper use by third parties.

    4.5 List of authorized personal data processors who have access to some personal data to use it only for purposeful reasons: Microsoft Azure (Microsoft Corporation, Tpilet’s server host), Turnit OÜ (developer of ticket sale system) and carriers Anniston AS, AO Eurolines, Arilix OÜ, Baltic Shuttle OÜ, Ecolines OÜ, Ekspress-Auto L OÜ, Ekspressbussiliinid OÜ, Estonian Lines OÜ, GoBus AS, Hansa Bussiliinid AS, Kalle Bussid OÜ, Lux Express Estonia AS, MK Autobuss OÜ, M.K.Reis-X OÜ, OOO „PTK Express“, OOO „Ukrainskie Linii“, Presto OÜ, SEBE AS, Sirel Reisid OÜ, Taisto Express OÜ, Tulisilm OÜ, V-Lines OÜ, Valgis OÜ.

    4.5.1 Non-EU (or acting partially outside the European Union) authorized personal data processors are Microsoft Corporation, AO Eurolines, OOO „PTK Express“, OOO „Ukrainskie Linii“.

    4.6 In case a passenger who has bought a ticket has given his consent for receiving advertising via email, T grupp OÜ can use the email address for the mentioned purpose. You can back away from consent using the appropriate link in the sent email.

    4.7 Applications regarding the processing and using personal data should be sent to info@tpilet.ee.

    Rules laid down by the public transport carriers are available at www.mnt.ee/eng or: