Terms and conditions and data protection
VR’s terms and conditions
On this page, you can find VR’s Conditions of Carriage, the car transport terms and conditions and the terms and conditions for traffic between Finland and Russia.
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Travel terms and conditions
23 November 2020
These Travel Terms and Conditions of VR-Group Ltd’s (hereinafter “VR”) Passenger Services apply to all train journeys and services organised by the Passenger Services in Finland. These Terms and Conditions determine the rights and obligations of VR and its customers.
Separate provisions govern passenger rail traffic between Finland and Russia. For additional information on Helsinki Region Transport (HSL) tickets, contact HSL or go to HSL’s website.
There are separate terms and conditions for travelling with Interrail and Eurail passes. The terms and conditions enter into force on November 23 2020 and are valid until further notice. They will replace VR’s Conditions of Carriage that entered into force on 14 October 2020. Rules related to car transport can be checked from the car transport terms and conditions.
A ticket is a contract of carriage, according to which VR shall transport the passenger from the departure station to the destination station. The passenger shall have a ticket that is valid throughout the train journey and approved by VR.
The train journey starts when the passenger has boarded the train or another means of transport arranged by VR. VR is responsible for transport other than rail transport only if it is arranged by VR. The journey ends when the passenger has exited the means of transport in question.
Train timetables and the rolling stock may change in the period between the ticket purchase and the passenger’s journey. Customers that have given their contact information are informed of any material changes.
Personal tickets may only be used by the person whose name is marked on the ticket. In this case, the passenger shall be prepared to show a proof of identity. The rules governing changes and cancellations of tickets are ticket-specific. VR charges a fee for changes and cancellations. Lost, damaged or partly used train tickets cannot be changed or cancelled.
A ticket is not valid if the journey for the multi-ticket has not been reserved or the ticket has been altered or forged.
In VR’s long-distance traffic, the ticket shall be purchased from onboard personnel on the train at the latest. In VR’s commuter traffic, the ticket shall be purchased before boarding the train.
Even if the passenger has a ticket, he or she may be removed from the train if he or she endangers the safety of the service or other passengers or disturbs other passengers.
1.1 Ticket in VR’s long-distance traffic
VR’s long-distance traffic encompasses journeys made on InterCity, Pendolino, express and regional trains in the entire railway network in Finland. The customer shall always book a seat or a sleeping berth for single tickets and multi-tickets, with the exception of regional trains and buses.
The ticket entitles the passenger to travel in the train, class and seat indicated on the ticket. Under exceptional circumstances, VR’s onboard personnel may show the passenger to a seat other than the one indicated on the ticket or chosen by the passenger.
VR reserves the right to resell a reserved place to another customer in case the reservation holder is not reached for ticket inspection within reasonable time.
If the ticket is unreadable or damaged, VR may refuse to accept the change or cancellation of the ticket.
1.2 Ticket in VR’s commuter traffic
VR Commuter traffic encompasses traffic operated with commuter trains with line IDs in areas from Helsinki to Lahti and Nokia. VR’s commuter traffic tickets are not valid on VR’s long-distance trains.
The ticket shall be purchased before boarding the train. During the validity of the ticket, the passenger may change trains. This change shall take place within the validity period of the ticket. The ticket entitles the passenger to travel to the destination station indicated on the ticket even if the validity of the ticket ends before the arrival.
Single and multi-tickets that have been printed on paper shall be validated with the validator onboard immediately after boarding the train. The journey on a digital multi-ticket shall be activated before boarding the train. A digital single ticket shall be valid when boarding the train.
1.3 Ticket inspection
VR’s onboard personnel and ticket inspectors may inspect tickets on the train.
The passenger shall present the ticket at the onboard ticket inspection. When changing trains, the ticket shall also be presented after the change. The ticket shall be kept until leaving the train at the destination station.
Passengers that do not have a valid ticket and do not purchase a ticket when VR’s onboard personnel inspect tickets are considered to be travelling without a ticket. Passengers without a ticket may be removed from the train.
A ticket inspector is entitled to impose a penalty fare to the passenger travelling without an appropriate and valid ticket. In addition, the ticket inspector is entitled to charge the price of a single ticket.
The passenger shall have a valid certificate proving their right to a discount with them for the entire journey.
When travelling with a discount ticket, the entitlement to a discount shall be proven in ticket inspection in a manner determined by VR. Otherwise it is deemed that the ticket is not valid and the passenger shall purchase a full-price ticket. A discount cannot be obtained retroactively.
2 Luggage, pets and children travelling alone
The passenger may carry two pieces of luggage and a handbag, a backpack or a comparable piece of luggage. The passenger shall look after his or her hand luggage and is responsible for it. VR delivers lost property to the lost property office.
Hand luggage shall not inconvenience other passengers or rail traffic or cause damage to, for example, other passengers or luggage. If the passenger fails to adhere to the above, train personnel is authorized to refuse such pieces of luggage.
The passenger is liable for damage caused by his or her hand luggage in accordance with general liability provisions. The liability applies also to cases in which the hand luggage is placed so that the passenger cannot directly monitor it. VR is not liable for any damage caused by loss of or damage to hand luggage, unless the loss or damage is caused by VR’s or its personnel’s negligence or a circumstance referred to in the Rail Traffic Liability Act (5.2.1999/113).
Prams used by families with children and assistance devices used by passengers with reduced mobility can be transported free of charge onboard trains.
The Act on the Transport of Dangerous Goods and the Government Decree on the Transport of Dangerous Goods by Rail govern the transport of dangerous goods. Small amounts of dangerous goods may be carried as hand luggage in trains if the goods are packaged for retail trade and are intended for personal use or for sports and leisure time use and do not cause inconvenience or risk to other passengers or VR.
Firearms may be carried as hand luggage in trains as specified in the Firearms Act, that is, unloaded in a container.
Bikes may be transported in designated spaces onboard trains with a luggage car or bike spaces. In InterCity trains, a space for the bike shall be reserved in advance. Bikes cannot be transported on Pendolino trains. Bike trailers are transported empty and a bicycle fee is charged.
Goods that require a lot of space can be transported as luggage in a separate luggage space on night trains. In this case, a luggage charge is collected. Before the journey, customers shall make sure that the transport is possible. Passenger is responsible for the loading of the luggage into the train, its transfer when changing trains and its pick-up at the destination station. With regard to its size, weight and other properties, the luggage shall be of such type that it may be transported without causing danger, damage or unnecessary inconvenience.
Pets are allowed in designated seats or spaces. If a pet is transported in other than designated seat, the passenger shall protect the seat with a cover. Passenger may travel with pets (and guide, assistance and hearing dogs) in sleeping cabins only in a pet cabin booked entirely for the group. Pets other than dogs shall be transported in pet carriers.
On commuter trains, pets may be transported free of charge in pet cabins. In long-distance trains, a pet charge is collected for the transportation of pets.
Passenger shall take care of his or her pet during the entire journey. Pets cannot travel alone.
2.3 Children travelling alone
Children travelling alone by train are under the responsibility of their parents. The conductor does not have an obligation to look after children during the journey.
3 Disabled passengers
Before the journey, customers shall ensure the availability of the services for disabled passengers. VR offers assistance service on stations that have an assistance point. Information about these stations is available on accessible train travel webpage, in VR’s customer service and in station ticket offices. The assistance service shall be ordered no later than 36 hours before the train’s departure time indicated on the timetable. Assistance devices used by disabled passengers are transported free of charge onboard trains.
An assistant of a disabled passenger may travel free of charge with the disabled person. The assistant shall be capable of assisting the disabled passenger throughout the journey. The assistant shall be over 18 years old. Passenger in a wheelchair does not need any separate certificate for assistants. In other cases, the passenger shall be able to prove the right to an assistant travelling free of charge. In VR’s long-distance traffic, the tickets for the disabled passenger and the assistant shall be purchased at the same time. In VR’s commuter traffic, the person being assisted shall have a valid ticket for the journey.
For passengers travelling with a guide, assistant or hearing dog, VR recommends service carriages for travelling in long-distance trains. In VR’s commuter traffic, guide, assistant or hearing dogs can be taken in any passenger cabin. On night trains, this is possible only in pet cabins booked entirely for the passenger’s use and accessible sleeping cabins. A separate charge is not collected for guide, assistance or hearing dogs.
VR’s live train updates are recorded into a system maintained by the Finnish Transport Infrastructure Agency and compensations are based on information received from the system.
When a train is delayed, compensation may be requested from VR. Rules related to delay compensation have been specified separately for long-distance traffic and commuter traffic.
In addition, compensation for damage caused by delays not exceeding EUR 5,000 may be requested from VR under the Railway Transport Act.
4.1 VR’s long-distance traffic
4.1.1 Compensation or re-routing
If a train service is cancelled or it is anticipated that arrival at the destination station indicated in the ticket will be over 60 minutes late, the passenger may
1. demand reimbursement of the ticket price for the journey not made and/or for the part or parts already made if the journey is no longer serving any purpose as well as for the potential return journey
2. continue their journey or be re-routed, under comparable transport conditions, to the final destination at the earliest opportunity
3. continue their journey or be re-routed, under comparable transport conditions, to the final destination at a later date.
In items 2 and 3, the passenger is entitled to delay compensation defined under section 4.1.2 However, in item 3, the passenger is not entitled to delay compensation for the delay of the original train service.
In case of a delay of 60 minutes or more, VR shall take all reasonable action to assist the passenger. As far as possible and having regard to the waiting time, this action will include the provision of refreshments and meals during the train journey. If necessary, alternative means of transport shall be organised for them.
If the journey cannot be expected to continue during the same day, VR provides reasonable accommodation, including necessary transport.
VR may also offer alternative transport (bus, taxi, etc.).
4.1.2 Compensation amount
If the passenger arrives at the destination indicated on the train ticket with a delay of 60 minutes or more, the passenger is entitled to receive 25% of the ticket price as compensation from VR. For delays of 120 minutes or more, the passenger is entitled to receive 50% of the ticket price as compensation. The compensation amount does not include fees related to additional services (e.g. surcharges related to seats, pets or bikes).
Possible delays in vehicle loading/unloading are not compensated.
4.1.3 Delay certificate
Upon request, the onboard personnel of a delayed train will give the passenger a certificate regarding the delay to be attached to the compensation application.
4.2 Compensation to season ticket holders in case of delays in VR’s commuter traffic
VR’s commuter traffic’s punctuality and operations are monitored by calendar month.
If VR’s commuter train services are cancelled or delayed by more than 10 minutes during a calendar month so that the trains that are cancelled and delayed by more than 10 minutes together constitute more than 10% of the month’s entire service offering, VR grants VR commuter traffic season ticket holders compensation as follows:
1. 14–30-day tickets: if even one day of the season ticket’s validity falls on the calendar month in which more than 10% of the month’s entire service offering is cancelled or delayed by more than 10 minutes, passengers is entitled to a 20% compensation of the 14–30-day ticket price.
2. 31–365-day tickets: if even one day of the season ticket’s validity falls on the calendar month in which more than 10% of the month’s entire service offering is cancelled or delayed by more than 10 minutes, passenger is entitled to a 20% compensation of the 30-day ticket price (delays during one calendar month, i.e. compensation is not paid for longer periods and compensation for delays during a calendar month are compensated only once).
4.3 Compensation for damage caused by delays
VR is liable to compensate passenger for damage caused by a train’s delay, cancellation or not stopping at a traffic point stated in the timetable, at the maximum EUR 5,000 per passenger. However, there is no liability to compensate for a delay that the passenger can reasonably be expected to have anticipated because of the nature of the transport, weather conditions, the time required for transferring to another transport mode or other conditions related to the transport.
To be relieved from liability to compensate, VR is required to prove that it has taken all reasonable measures to prevent the damage.
5 General rules related to compensation, injuries and damage
5.1 Personal injuries
In personal injuries, VR makes statutory advance payments to passengers or their dependants to cover immediate economic needs. The advance payments shall be proportional to the damage caused. VR is liable to the full amount of personal injury.
An amount of EUR 21,000 per passenger will be paid in advance in the case of death. In the case of injury, relevant and reasonable costs up to EUR 21,000 per passenger will be paid in advance.
Advance payments do not constitute recognition of liability and will be offset against any subsequent compensation paid. A demand may be made for the advance payment to be returned if the loss or damage was caused by the negligence or fault of the passenger or where the person who received the advance payment was not the person entitled to compensation.
Upon request, VR shall provide reasonable support for pursuing claims for injury-related compensation against third parties. This support may not conflict with VR’s own interests.
Compensation for personal injuries shall be requested from VR within three years of the moment when the injured party became or should have become aware of the injury. However, compensation shall be requested at the latest within ten years of the injury.
5.2 Loss and damage to property
Under the Rail Traffic Liability Act, VR is liable to the full amount for passenger’s clothes, luggage carried and animals that are damaged.
If the passenger notices, when receiving luggage, any damage to or loss of luggage, the passenger shall inform VR of this when receiving the registered luggage. In other case, the customer shall submit the notification within a reasonable amount of time after receiving the luggage.
The right to compensation is lost if the claim for damages is not submitted in writing to VR within a year or, if the damage has been caused intentionally or due to gross negligence by VR or a party that VR is responsible for, within three years.
Within a month, VR shall provide a response or inform the passenger of the date by which the response can be expected.
5.3 Compensation applications and the processing time
A compensation application form can be found at the vr.fi website. A compensation request can also be submitted at a ticket office or by calling the toll-free service number, after which the customer will be sent a printed compensation application form.
Applications are processed as quickly as possible, as a rule at the latest within one (1) month of receiving the application.
VR pays compensation to a bank account or as vouchers. Vouchers may be used to purchase services sold by VR.
Amounts under EUR 4 will not be paid.
6 Applicable legislation
Rail passenger traffic is governed by the following legislation and regulations:
a. Regulation (EC) No 1371/2007 of the European Parliament and of the Council on rail passengers’ rights and obligations (Regulation on railways’ responsibilities)
b. CIV Convention – COTIF (Convention concerning International Carriage by Rail) Appendix A (CIV)
c. national legislation, when it can be applied or its application has been agreed on: for instance,
- Railway Transport Act (1119/2000)
- Rail Traffic Liability Act (113/1999)
- Act on Maintaining Order in Public Transport (472/1977)
- Public Transport Penalty Fare Act (469/1979)
- Act on the Transport of Dangerous Goods (719/1994)
- Government Decree on the Transport of Dangerous Goods by Rail (195/2002)
- Firearms Act (1/1998).
A consumer has the right to have a dispute concerning rail travel resolved by the Consumer Disputes Board. For further information, see kuluttajariita.fi.
VR Car transport terms and conditions
The following are accepted for transportation by VR in the trains specified in the passenger services timetables:
- roadworthy passenger cars, station wagons and vans
- trailers coupled to such vehicles of dimensions permitted for transport in car-carrier wagons
- motorcycles and other motor vehicles
Car transport wagons and ramps are designed for normal production vehicles.
VR offers the following car transport services:
- CarTrain packages, including car transport, travel and berth tickets (maximum 3 compartments) for the car driver and passengers (1-5 persons).
- Car transport only whereupon only the car is transported.
If the vehicle cannot be transported on the same train as the passengers it will be carried to the destination station in the five days before or after they travel under the CarTrain packages terms and conditions.
Passengers' luggage may be stored in the vehicle, or on a roof rack or trailer during transport. Only skis, suitcases or travel bags are permitted on the roof in accordance with the dimensions restrictions below, appropriately fastened to a rack, and protected against adverse weather conditions and any loss or damage. Other types of roof load such as canoes, bicycles or other large objects may not be transported by cars on car-carrier wagons.
During shunting work and transportation, access to the car, trailer or other parts of the car-carrier wagon by the driver or other passengers is strictly prohibited.
Restrictions concerning vehicle weight and dimensions
Cars are transported in two types of wagons: completely covered and partially covered wagons.
The maximum height of cars transported on the lower deck of partially covered car-carrier wagons including roof rack and load is 1.65 m and in completely covered car-carrier wagons 1.84 m.
The maximum height of cars transported on the upper deck of partially covered car-carrier wagons including roof rack and load is depending on the location of the car space 2.05 m, 2.30 m or 2.60 and in completely covered car-carrier wagons 2.04 m. In the completely covered car-carrier wagons the narrowing shape of the roof must be taken into account meaning that
- a car which is 2.04 m high may be a maximum of 1.70 m wide at roof level
- cars 1.84 m high may be a maximum of 2.20 m wide at roof level
The shape of the roof limits the transport of larger vans because the narrow space prevents the opening of side doors and it is not possible to enter or exit the car normally.
In completely covered car-carrier wagons the maximum weight of the transported car is 3 000 kg, and axle or bogie load may not exceed 2 000 kg or in partially covered car-carrier wagons the total weight may not exceed 2 500 kg, and axle or bogie load may not be greater than 1 400 kg.
The maximum permissible width of the car is 2.20 m, and maximum length with load 5.05 m. Should the car to be transported exceed these measures, two car-carrier spaces must be booked.
Wheel chocks require 15 cm in front of and behind the wheels.
Maximum dimensions of caravans are: length with tow bar 7.50 m, width 2.20 m and height including antennae and other parts above the roof 2.60 m. Maximum weight is 1 400 kg.
Maximum dimensions for trailers including any loads: length 5.00 m and width 2.20 m. Smallest maximum height is 1.60 m (lower deck of a partially covered car-carrier wagon). Maximum weight including load is 1 400 kg.
Passengers are responsible for providing the correct information when placing the order.
VR has the right to inspect the loading of vans or trailers with a top also in the rear compartment for safety reasons.
Reservations and payment
CarTrain packages can be purchased or booked at station ticket offices, from VR Customer Care, VR Online Shop or travel agencies in accordance with the terms and conditions of booking. Car transport only can be purchased or booked from station ticket offices or VR Customer Care.
All bookings made in advance must be paid within 24 hours. If there is less than 24 hours or less until the train's departure CarTrain packages or car spaces are paid upon booking.
When making the reservation customers must state whether the car has a ski box or other roof load and any other luggage transported outside the car in addition to the car's dimensions.
Car make-specific loading requirements must be stated especially in winter time car transports.
A separate car space must always be booked for trailers.
Terms and conditions governing changes and cancellations
CarTrain package tickets may be changed or cancelled up to 7 days before the train's departure. A percentage of the CarTrain package price, stated online www.vr.fi, is collected as change or cancellation fee.
Loading and unloading
The vehicle may be loaded onto the train and unloaded by the driver or, if this has been agreed at the time when the reservation was made, the loading can be performed by VR.
Cars with a ground clearance which is smaller than normally, motor cycles and other motor vehicles and car-trailer combinations shall always be loaded and unloaded by the driver. VR may refuse to load or unload vehicles with such a width at roof top in proportion to its height that it prevents normal entering and exiting the vehicle.
Cars loaded onto the train shall be at the loading site at the time marked on the car transport ticket at the latest. Cars which arrive after the loading time has ended are not loaded. The car must be locked during transport and car air vents shall be closed.
The car transport ticket does not guarantee a specific space but confirms the sufficiency of space required by the vehicle.
If the customer and VR have agreed when the reservation was made that VR loads the vehicle it shall be delivered on departure date well in advance before the start of the loading time to the indicated car park and the car keys shall be taken to the departure station's ticket office or station office. In these cases VR loads the car onto the train and takes the car keys to the destination station where they can be picked up at the ticket office and station office. Connecting the car engine heater to the power socket before, during and/or after transport must be agreed when handing the car keys to VR.
At the destination station car drivers shall immediately go to the car unloading site.
If the car has been loaded onto an uncovered car wagon deck during winter the customer shall check before starting the engine that there is no snow or ice in the engine room.
When VR takes care of car loading and unloading from the train, VR's liability for the car starts with its loading and ends when the car has been unloaded from the wagon to its appropriate parking location. When customers load the car onto the train and unload it, VR is only responsible for the transport of the car.
Customers are responsible for the fastening of ski boxes or goods onto car luggage racks and any damage caused by them. VR is not liable for goods lost or damaged during transport due to faulty fastening of packing.
VR is not liable for damage caused by snow or ice to a car engine upon ignition.
If the car or trailer brought for loading is substantially different from the one announced to VR, VR may refuse transport.
VR is not liable for damage caused by incorrect car information provided by customers.
VR is not liable if the car cannot be loaded due to a reasons beyond VR's control.
Car parking at the station car park is always at the responsibility of the customer.
If there is reason to believe that the car or any exterior equipment has incurred damage during transport VR's staff must be immediately notified before exiting the unloading site.
Validity of VR Car Transport Terms and Conditions
These Car Transport Terms and Conditions came into effect on 1 January 2013 as an attachment to the VR Conditions of Carriage and are valid until further notice.
VR Car Transport Terms and Conditions are available at ticket offices, R-kiosks, travel agencies selling train tickets and online at uusi.vr.fi.
VR reserves the right to change these Car Transport Terms and Conditions. The new terms and conditions are posted on VR's website.
Conditions of Carriage for Passenger Services between Finland and Russia
Compensation in case of delay
If an Allegro, Tolstoi or an additional train service operated between Finland and Russia arrives delayed by 60 minutes or more at the destination station stated on the passenger's ticket the passenger has the right to seek compensation as follows:
- -25% of the fare if the train is delayed by 60-119 minutes
- -50% of the fare if the train is delayed 120 minutes or more.
For tickets sold in Finland a compensation claim application is filled in online.
The compensation is paid within 30 days of the reception of the compensation claim.
It is not possible to replace lost train tickets purchased in Russia
You cannot receive new tickets to replace lost tickets purchased in Russia.
Tolstoi Business Class
Tolstoi Business Class compartments are sold for one or two persons. The passengers receive a joint ticket. Discounts are not granted to children.
Two children under the age of six may travel with an adult free of charge. Two adults travelling in the compartment may be accompanied by one child under the age of six.
Group sales terms and conditions for Russian traffic
Groups of six persons or more receive a 20% discount on the fare (does not apply to Allegro First Class meals).
Children aged between 6 and 16 years receive a 30 % discount, other discounts not applicable
Bookings may be done 60 days before departure date at the earliest
Group tickets must be paid within 21 days after reservation has been made, anyhow latest 14 days before the train's departure at the latest
Changes and cancellations must be made latest 11 days before the train's departure
If customers decrease the number of passengers in the group 60–11 days before departure the cancellation charge is 10 percent per passenger.
Unpaid reservations are cancelled automatically.
1 Allegro conference compartment
The conference compartment is booked for 1-6 persons but the price is the same regardless of the number of passengers. A joint ticket is sold to passengers travelling in the conference compartment. The cancellation charge is 60 euros.
2 Discount tickets
Conductors and car attendants have the right to check certificates entitling passengers to a discount at any time during the trip.
Payment of compensation to customers for a partially used train ticket when the trip is discontinued due to a reason attributable to the carrier.
If the trip is discontinued due to a reason attributable to the carrier the difference between fare between the departure and destination station stated on the ticket and the fare of the distance actually travelled by the passenger is refunded as the ticket is only partially used. The fare is not refunded if passengers have used the replacement transport offered by the carrier.
3 Carrier's liability
When transporting passengers and hand luggage the carrier's liability is determined according to agreements on rail transports concluded by the Republic of Finland and the Russian Federation and applicable national legislation.
Terms and Conditions of Corporate Contracts
This document outlines the terms and conditions pertaining to the corporate customer account (“VR Corporate Customer Account”) of corporate customers (“Customer”) registered with VR-Group Ltd (“VR”). The VR Corporate Customer Account also covers any subsidiaries of the Customer operating under a different business ID, in which the Customer’s ownership exceeds 50%. The Customer is responsible for the VR Corporate Customer Account and for complying with the applicable terms and conditions. The Customer shall inform VR of any changes in its contact information, contact persons and corporate structure without delay.
2 Service provider and contact information
VR-Group Ltd Passenger Services P.O. Box 488 FI-00101 Helsinki
Business ID 1003521-5
3 Services and products included in the VR Corporate Customer Account
The Customer can purchase VR train tickets and other services using the Corporate Customer Account. The ticket products and other services offered to the Customer by VR based on the VR Corporate Customer Account are specified in the valid service price list. VR has the right to freely change the ticket products, services and prices. The VR Corporate Customer Account does not cover any leisure time train trips of the Customer’s staff members. The VR Corporate Customer Account does not entail the right to resell any products or services.
4 Customer identifier and contractual discount
The VR Corporate Customer Account is used with a customer ID provided by VR. The Customer is responsible for ensuring that the ID is distributed and used securely throughout its organisation. VR is entitled to charge the Customer for all purchases made using the customer ID. VR shall not separately verify the purchaser’s right to use the customer ID. VR grants contractual discounts based on its criteria valid at the given time. The contractual discount applicable and the ticket products covered by the discount are specified according to the valid service price list. Contractual discount is only applicable to the Customer’s purchases made using the customer ID in the separately defined transaction channels. The transaction channels covered by the VR Corporate Customer Account are listed on VR’s website at www.vr.fi. Contractual discount is calculated at the moment of making the transaction and the discount is applied to the product’s price. VR reserves the right to change the contractual discount as well as the products and transaction channels to which it can be applied.
5 Terms of payment
The primary payment method is credit card. When paying with a credit card, the terms of payment outlined in the contract between the Customer and its credit card company apply. The use of invoicing as the payment method is subject to VR’s approval according to its specified criteria. Invoicing customers receive a weekly invoice to the address specified by the Customer. The term of payment is fourteen (14) days of the invoice date, unless separately agreed otherwise. The notice period is eight (8) days of the invoice date. The interest on arrears is determined by current interest legislation. VR can change the payment method to credit card at any time if it deems this appropriate, for example if the Customer has overdue payments, its credit rating falls below the A category or it violates these terms and conditions.
6 Terms and conditions of product and service sales and carriage
Separately defined terms and conditions of reservation, payment, change and cancellation apply to products and services. These terms and conditions are provided on VR’s website at vr.fi. Travel is governed by the Regulation of the European Parliament and of the Council on rail passengers’ rights and obligations (Regulation on railways’ responsibilities), the Finnish Rail Traffic Liability Act, the Railway Transport Act as applicable, and VR Passenger Services’ conditions of carriage.
7 Refund and compensation for products
Any claims concerning refund or compensation are processed according to VR’s applicable terms and conditions of sales and carriage and other applicable, valid regulations as outlined on VR’s website. Refunds for tickets purchased via travel agencies are always paid through the travel agency.
Each party shall be held liable for any direct damage caused to the other party by action or negligence. The parties shall not, under any circumstances, be held liable for any indirect damage such as loss of income or profits, interruption of operations, salary costs or other such damages or costs, unless this is caused by gross negligence or an intentional action of a party. VR’s compensation liability pertaining to VR Corporate Customer Accounts shall, in any case, be limited to a maximum of 20% of the Customer’s purchases made using its customer ID during the past 12 months before the damage. VR strives to provide a high-quality online service, but it does not assume responsibility for the uninterrupted availability of its website, Internet connections, technical problems, disturbance-free operation of the service or other such issues, nor for any damage caused to the Customer by any defects in the online service. VR does not assume responsibility for any external links on its website, the sites to which those links lead or for any damage caused to the Customer by using such links.
9 Transfer of the VR Corporate Customer Account
The Customer is not entitled to transfer the VR Corporate Customer Account or the related rights or obligations to a third party.
10 Force Majeure
If it becomes impossible or materially difficult for either party to fulfil its obligations related to the VR Corporate Customer Account due to a force majeure, i.e. a compelling reason that is beyond the parties’ scope of influence (including but not limited to strike, other forms of industrial action, fire, natural disaster, authority regulation), the party is discharged from its contractual obligations for the duration of the force majeure situation.
11 Personal data
By accepting these terms and conditions, the Customer gives VR the right to process data regarding it. VR always complies with the valid data protection legislation and its data protection notices and policies in the processing of personal data. These policies are provided on VR’s website at www.vr.fi. With regard to the processing of the personal data of the Customer’s contact persons and data processing related to the customer ID use, which may be required in order to fulfil this contract, the Customer is responsible for informing the data subjects as stipulated in legislation and for making sure that it has the right to release this data. VR is entitled to use the data according to its valid data protection notices and policies for such purposes as customer relationship management, service development and marketing, also in electronic format, such as e-mail communication. VR is entitled to record customer service calls and other communications and to use the records for such purposes as verifying business transactions, training and quality monitoring.
Both parties undertake to maintain the confidentiality of any trade secrets or other information deemed to be confidential, which is obtained from the other party in conjunction with the VR Corporate Customer Account, and to refrain from using such information for any purposes other than the performance of the VR Corporate Customer Account contract.
13 Applied legislation and dispute settlement
The VR Corporate Customer Account is governed by Finnish law. Any disputes shall be primarily resolved by means of negotiation between the parties. If no agreement can be reached in negotiations, the disputes shall be finally resolved by arbitration in Helsinki in accordance with the Arbitration Rules of the Finnish Chamber of Commerce.
14 Changes in the VR Corporate Customer Account
VR has the right to unilaterally change the terms and conditions of the VR Corporate Customer Account.
15 Validity and termination of the VR Corporate Customer Account
The VR Corporate Customer Account shall become effective once the Customer has accepted these terms and conditions and received the customer ID from VR. Acceptance of these terms and conditions shall replace any earlier contracts concerning VR Corporate Customer Accounts. The VR Corporate Customer Account shall remain valid until further notice. Both parties are entitled to terminate the VR Corporate Customer Account by giving a written notice (by e-mail) to the other party. The Corporate Customer Account shall be terminated once VR has finished processing any outstanding issues that require a valid Corporate Customer Account. In order for the VR Corporate Customer Account to remain valid, the Customer must make sure that its data is correct, updated and corrected without delay throughout the customer relationship.
VR’s data protection
In the data protection notice, we explain how we process our customers’ personal data and protect their privacy.
VR’s data protection notice
5 December 2019
Processing of your personal data
As we want to protect your privacy as comprehensively as possible, we take data protection seriously. We use your personal data only for the purposes we have indicated in advance and only to the extent necessary for the purpose of the processing in question. Your data shall only be processed by individuals authorised to process personal data due to their work tasks.
The data protection notice covers the protection of your privacy and, for example, the following information:
- what types of personal data we collect and for which purposes
- when and how we can share your personal data with partners
- what rights you have and how you can access your personal data.
Anyone over the age of 13 is allowed to create an account in VR’s services. You are responsible for your account’s login information as well as its accuracy, timeliness and appropriate use.
If you suspect that someone has gained unauthorised access to your login information, please change your password immediately. You can delete your account by requesting its deletion via e-mail at firstname.lastname@example.org.
- VR-Group Ltd (hereinafter referred to as “VR”)
- Business ID: 1003521-5
- PO Box 488
- FI-00101 Helsinki, Finland
- tel. +358 307 10
2 Data Protection Officer and contact information
3 For which purposes do we use your personal data?
- To offer as versatile and personal services and customer care as possible, such as tailored train travel services, targeted communications and recommendations on different services. We develop and monitor our services by analysing personal data and by creating profiles on the basis of the analysis.
- To carry out sales and marketing activities and to facilitate your use of our various service channels (such as online, vending machine and mobile services, social media channels and digital marketing). We want to develop our services together with our customers by utilising customer surveys and customer research.
- To be able to process feedback with the aim of improving and developing our operations and answering questions. We process compensation claims submitted to us and respond to them. We store information about customer service actions and calls, for instance, in order to verify purchase and service transactions and develop our service.
When we process your personal data in the manners described above, the grounds for processing is the performance of the contract you have concluded with VR. Customer surveys can also be conducted on the basis of your consent.
In addition, we may process your personal data to fulfil our obligations as laid down by law and regulations given by authorities, not forgetting security and responsibility. In this case, the grounds for processing is a legal obligation.
We can transfer your personal data within VR Group on the basis of a legitimate interest, if there is a particular reason to do so.
4 Sources of data
We primarily collect customer-related data from the customer themselves. Data is collected in connection with orders, creation of a VR account, purchase and use of services, our digital services, customer service transactions, customer surveys and otherwise directly from our customers (e.g. data received through games and prize draws).
Customer-related data is also created in VR’s information systems when using VR’s services and travelling. We may update the data on the basis of the Population Information System or other similar reliable external sources of data in order to ensure that our register remains up to date.
5 Data collected about our customers
Personal data related to service production and travelling
We process the customer information listed below:
- Service, sales, payment and travel transaction data, including the e-mail address and telephone number needed for train ticket delivery or other service. When you purchase a personal ticket, we also ask you to provide your name and date of birth.
- Service usage data in different transaction channels, such as the Internet, vending machine and mobile services, including, among other things, log and service transaction data and cookies required for combining the page view count.
- Positioning data related to the use of services.
- The model, operating system and language preference of the device used by the customer.
- Travel document data, such as the passport number, in case of a border crossing.
- Car-related information provided by the customer for car transport.
- Data related to direct marketing and customer communications, such as what kind of messages have been sent and which messages have been opened.
- Customer service call recordings.
- Data required for ordering and carrying out assistance service, such as the person’s name, the description of the need of assistance, contact and journey details.
- Data related to customer feedback and compensation claims as well as to responding to them, including banking details.
- The information provided by the customer that makes the service more personalised and easier to use, such as favourite routes, the favourite seat in the train and customer grouping and profiling information.
- We process personal identity numbers on the basis of the customer’s consent in certain services that require the customer to be specified or identified, such as identification with a personal identity card. In identification with a personal identity card, the personal identity number is not provided as clear text and the original data cannot be restored on the basis of the string created.
- Consents and refusals for direct marketing and customer surveys.
Personal data needed in customer communications
We record the name, date of birth, language and detailed contact information, such as address and telephone number, of individuals registered in our digital services; in other words, customers who have created a VR account.
In addition, when it comes to persons who have created a VR account, we process consents and refusals related to direct marketing, data related to direct marketing and customer communications as well as data that makes the service more personalised and easier to use.
Data related to corporate customers
As for corporate customers, we may also collect the name of the company’s contact person and other corporate users as well as their contact details, such as their address, email address and telephone number.
6 Processors of personal data
We use reliable service providers in support of the processing of personal data in the maintenance and development of IT systems, in service production and in various research and development tasks, for instance. These experts process personal data commissioned by us. The data processing follows the current legislation. This is ensured through contracts between the organisations.
We may disclose your personal data to our partners in the following situations:
- Processing of customer feedback. We may disclose your feedback and contact information to our partner if your feedback concerns services provided by said partner. In such situations, however, we ask you to primarily contact our partner directly. If we decide to transfer feedback containing your personal data, we inform you of the disclosure of the data.
- Purchasing our partner’s services. If you purchase our partner’s services from us, we may disclose your personal data necessary for the implementation of the service to our partner.
- VR may use personal data and travel-related information and disclose them within the VR Group for the marketing purposes of the other companies.
- We will not disclose customer information to parties outside VR or parties other than those participating in the production of VR’s services without grounds based on the General Data Protection Regulation.
7 Transfer or disclosure of data outside the EU or the EEA
Data will not be disclosed outside the EU or the European Economic Area or outside countries which the European Commission considers having an adequate level of data protection, unless the adequate level of data protection has been ensured with contracts or in another manner required by law. With regard to journeys to Russia, necessary information relating to travelling is, however, handed over to the border guard and other authorities and the Russian Railways (RZD).
8. Data retention period
We store personal data only for as long as it is necessary for the purposes of use and in accordance with the legislation that is in force at each particular moment. After this, personal data will be either erased or anonymised.
When storing personal data, we comply with legal obligations, taking into account, among other things, accounting legislation, the EU regulation on rail passengers’ rights and obligations and the Rail Traffic Liability Act. When the contractual relation ends, the data retention period is determined according to the purpose of use and existing legislation.
9. Our customers’ rights
As our customer, you have a right to access your personal data of which VR is the controller. You can exercise your rights by submitting a data protection request with the online form on the vr.fi website. Alternatively, you can submit the request by calling VR’s customer service. You will receive a response to your request no later than one month after sending the request. We ensure these rights as described here by taking the applicable legislation and restrictions set therein into account.
If you buy tickets through another service provider, the provider in question will act as an independent controller. When exercising the rights of a data subject through VR’s services, the request will not be directed or transferred to the other controller. In these situations, please contact the service provider in question directly when wishing to exercise your rights under the General Data Protection Regulation.
As our customer, you have the following rights related to data protection:
1. Right to access data
You have the right to receive a copy of your personal data from VR and a confirmation of whether we have processed your personal data. The primary method for delivering the copy is encrypted email or alternatively mailing the document. Some data, such as call recordings, can only be accessed by visiting a VR office.
2. Right to rectification
You have the right to request us to rectify inaccurate or erroneous data about you. When you register in our digital services, you can edit your personal data directly through our website or application. Such data includes, for instance, your name, address and contact details.
3. Right to erasure
You have the right to request us to erase your personal data. Requests are handled on a case-by-case basis. VR has a legislation-based obligation or right to store certain data; such data cannot be erased.
4. Right to restriction of processing
You have a right in certain special situations stipulated by the regulation to request the restriction of the processing of your personal data.
5. Right to object
You also have a right to object to the use of your data in direct marketing, for instance. On grounds relating to your particular situation, you can object to processing that is based on VR’s legitimate interest.
6. Right to data portability
You have the right to receive your data from us in a structured and commonly used format, which will enable you to transfer your data to another controller. This right concerns data that is in electronic format and whose processing is based on consent or the performance of a contract. The data will be delivered to you as encrypted email.
7. Right to withdraw consent
You have the right to withdraw the consent you have given when it is the grounds for processing personal data. When the consent is withdrawn, the consent-based processing of personal data will be discontinued. Private customers who have registered in the service may withdraw their consent to electronic direct marketing by logging in to our website and editing their data.
8. Right to lodge a complaint with an authority
We seek to resolve any disputes primarily with our customers. If you find that we have not processed your personal data as stipulated by law, you may lodge a complaint with a supervisory authority.
10. Principles of data protection
We ensure the data security of the processing of our customers’ personal data processing and personal data confidentiality, integrity and accessibility with appropriate technical and organisational measures in accordance with VR’s data security principles. Personal data is protected against unauthorised access and illegal or accidental processing. Personal data is processed only by persons specifically appointed by VR to such tasks. We provide data protection training and guidance to our employees who process customer information.
Data Protection Notice for VR-Group Ltd’s camera surveillance (CCTV)
25 May 2018
- VR-Group Ltd (hereinafter referred to as “VR”)
- Business ID: 1003521-5
- PO Box 488
- FI-00101 Helsinki, Finland
- tel. +358 307 10
2 Contact person in matters related to the data file
- Pekka Ahola
- VR-Group Ltd
- PO Box 488
- 00101 Helsinki, Finland
- Data protection officer: email@example.com
3 Purposes of the processing of personal data
Personal data is processed to ensure the maintenance of order and safety and to look into criminal offences, incidents or accidents in VR’s premises, properties, outdoor areas and part of its rolling stock.
The processing of personal data is based on the controller’s legitimate interest.
4 Sources of data
A camera surveillance system that consists of recording surveillance cameras in VR’s premises, properties, outdoor areas and rolling stock.
VR has recording camera surveillance in the public spaces of the following stations:
Helsinki Central Railway Station, Hyvinkää, Hämeenlinna, Iisalmi, Imatra, Joensuu, Järvenpää, Kajaani, Karjaa, Kemi, Kerava, Kirkkonummi, Kokkola, Kouvola, Kupittaa, Lahti, Lappeenranta, Mikkeli, Oulu, Pieksämäki, Pori, Riihimäki, Rovaniemi, Salo, Seinäjoki, Tampere, Tikkurila, Turku, Vaasa, Ylivieska.
5 Data content of the data file
Time- and location-specific visual recordings from VR’s premises, properties, outdoor areas and rolling stock, recorded by the camera surveillance system.
6 Recipients of personal data
Personal data is disclosed, to the extent permitted by law, to the Finnish Transport Agency and, upon request, to other authorities.
We use external parties to support the processing of personal data in the maintenance and development of IT systems and safety monitoring room duties, for instance. These service providers process personal data commissioned by us and on our behalf. The data processing follows current legislation and is always carried out in accordance with this data protection notice. This is ensured, among other things, through contracts between the organizations.
7 Transfer or disclosure of data outside the EU or the EEA
Data will not be disclosed outside the EU or the European Economic Area or outside countries which the European Commission considers to have an adequate level of data protection, unless the adequate level of data protection has been ensured with contracts or in another manner required by law.
8 Data retention period
Normally, camera recordings are stored for one month at the maximum. However, data may be stored for a longer time, if necessary (upon authorities’ request, for instance).
9 Our customers’ rights
Right to access data / right to review data
A person has the right to access the data that has been stored about them in VR’s camera surveillance data file. After submitting a sufficiently detailed and specific access request, the person has the right to access data about them included in the recordings, subject to the rights and restrictions that are defined in more detail in the General Data Protection Regulation. The access request must be made in writing, signed and sent to: VR-Group Ltd, PO Box 488, FI-00101 Helsinki, Finland.
The response to the request will be mailed to the person who submitted the request. A reasonable fee will be charged for the access request if it is less than a year since the previous access time.
Please note that in the railway network, camera surveillance in platform areas and in some of the stations falls under the responsibility of the Finnish Transport Agency.
Right to lodge a complaint with an authority
We seek to resolve any disputes primarily directly with data subjects. If a customer finds that we have not processed personal data as stipulated by law, the customer may lodge a complaint with a data protection authority.
10 Principles of data file protection
VR’s premises where personal data is processed are protected with access control as defined in the facility security guidelines.
Paper documents/records are stored in locked premises where outsider access is completely prohibited. Only separately appointed persons can access these documents/records. Documents are disposed of according to data security guidelines.
As defined in VR’s data security policy, electronic documents and data are protected with usernames and passwords as well as with firewalls against external intrusion. Only persons who have been given access rights can access the data.