The terms and conditions of travel

The travel terms of the Turku region's public transport Föli (hereinafter Föli) apply to Föli’s public transport travel and services. Customers using Föli's public transport and services must read and follow these travel conditions.

These travel conditions are valid from 6th October 2021 and replace the previous travel terms. The terms and conditions of travel are available at Föli's service points and on the foli.fi website. Föli reserves the right to change these terms and conditions. You can find the currently valid terms and conditions of travel and additional information on tickets at foli.fi and at Föli's service point.

Contents of this page

Tickets and how to use them
Travel cards
Single tickets
Making a contactless payment
Right to travel without a ticket
Pets
Other fees
Ticket inspection
Disruptions at the time of the ticket purchase
Lost card
Refunds
Strike or disruption in traffic
Disclosure of customer information
Lifespan of travel cards
Customer register and data protection
Actions, substances and objects prohibited in public transportation
General instructions

Updates to the terms and conditions of travel

Paragraph 2. Travel cards: A travel card for persons with disabilities 1.10.2025
Paragraph 3. Tickets: use of advance single tickets printed on paper and discount for conscripts 1.7.2025.
Paragraph 7. Other fees April 11 2025.
Paragraph 7. Other fees December 31 2024.
Paragraph 3. Tickets, single tickets December 31 2024.
Paragraph 2. Travel cards: special cards, personal free card December 31 2024.
Paragraph 7. Other fees: Electric scooters or mopeds are not transported on buses for safety reasons. Added on November 22 2024.
Paimio added to the terms and conditions on July 1 2024.
Paragraph 2 improved on June 14 2024.
Added paragraphs 16. Actions, substances and objects prohibited in public transportation and 17. General instructions 10.6.2023.
Paragraph 10 improved on June 16 2023.
Paragraph 12 improved and "compensation liability" added on June 12 2023.
Cargo fee deleted. Luggage and transportation fees added. Added on May 2 2023.
The 30-day price cap can only be registered for physical cards added to paragraph 4. Added on January 31 2023.
Information about power of attorney added to paragraphs 2. Travel cards. Added on November 23 2022.
Changing the card type added to paragraphs 2. Travel cards. Added on September 15 2022.
School transport subsidy (Kela) added to paragraph 2. Added on August 11 2022.
Information about city bikes added to paragraphs 2, 3 and 4. Added on 7 July 2022.
30 day price cap added to paragraph 4. Added on 22 June 2022.
A valid Ukrainian passport can be used for travel on public transport in the Turku region from Wednesday, 9 March through 5 June. A passenger showing a Ukrainian passport will not need any other ticket. A certificate issued by police, a border inspection official, or the Finnish Immigration Service (Migri) of taking possession of the passport is also valid for transport. Deleted 17.6.2022
Holders of Ukrainian passports may travel on Föli, the Turku public transport system without a ticket from 9 March. Continued until 5 June 2022. Added on 25 May 2022.
Addition to paragraph 3. Single tickets: The price of single tickets purchased with cash from the driver is different from the price of single tickets purchased in other ways. The price or the difference in price of a single ticket purchased from the driver will not be refunded afterwards. Added on 20 May 2022.
Holders of Ukrainian passports may travel on Föli, the Turku public transport system without a ticket from 9 March. Continued until 31 May 2022. Added on 25 April 2022.
Mask recommendation withdrew on 22 April 2022
Holders of Ukrainian passports may travel on Föli, the Turku public transport system without a ticket from 9 March. Added on 10 March 2022.
Mask requirement has been replaced with mask recommendation on 2 March 2022
Addition to paragraph 11. about refunds. Added on 28 February 2022
Addition to paragraph 4. Making a contactless payment "Other purchases with contactless payment". Added on 17 February 2022
Addition to paragraph 15. Customer register and data protection "Your gender information (female, male, other), for instance, will be recorded in the customer register. On request, the gender information can be changed at a Föli service point." Added on 14 February 2022
We will stop handling cash on Föli buses from 22.12.2021 onwards until further notice. Added on 20 December 2021.
The obligation to wear a mask in Föli vehicles from 26 November 2021. Obligation is valid until further notice. Added on 25 November 2021
Using a face mask is recommended when using Föli transport. Added on 6th October 2021
The obligation to wear a mask in Föli vehicles, which is valid until further notice. Added on 10 August 2021
To the parallel card of regional public transport cards: The use of parallel cards will end on 31 July 2021. Added on 28 June 2021
The obligation to wear a mask in Föli vehicles, which was valid until further notice, was removed on 21 June 2021
To the season card: The amount charged can be refunded if the customer cancels the order within 14 days of the first order and if the season has not been started. Added 15 June

1. Tickets and how to use them

Föli's area of operation covers seven municipalities: Turku, Kaarina, Raisio, Lieto, Naantali, Paimio and Rusko. The Föli area has a shared ticket system. All Föli products are valid for travel throughout the Föli area. The Föli ticket system includes tickets purchased through different channels, such as travel cards, tickets purchased using a mobile application, different single and daily tickets, and tickets forwarded by third parties via open interfaces. You can pay for your travel using a Visa, Mastercard and Eurocard with a contactless payment feature.

It is the customer's responsibility to ensure that they have a valid Föli approved ticket for the entire journey. When topping up the travel card, you must check in the top-up receipt that you have purchased the correct product on the card. Buying journeys on the card reader with value cards and using the card are the customer's responsibility, and individual value tickets purchased by mistake are not refunded. To avoid possible erroneous charges, the travel card should not be held close to the card reader through a wallet or bag. The driver in public transportation is not obliged to accept bills larger than €20 as a payment for a ticket.

A card fee will be charged for the travel card according to the valid price list. Cards can not be redeemed.

The card will be replaced free of charge if it ceases to function within three years of the date of purchase due to a technical fault. The unused travel credits will then be added to the new card free of charge.

2. Travel cards

All travel cards can be used throughout the Föli area, i.e. in Turku, Kaarina, Raisio, Lieto, Naantali, Paimio and Rusko. The cards also work in night traffic. Customer is obliged to know what kind of ticket they need for the journey. If you are acting on behalf of another person, you will need a power of attorney (in Finnish) (Opens in a new tab)(except for dependent children under the age of 18). Travel cards can be personal or holder-specific. Holder-specific adults' cards can be used by anyone. A personal card can only be used by the card owner and may not be handed over to another person. Personal cards are issued to children under 15 years of age, to young people 15-19 years of age, to senior citizens over 65 years of age, and to students and persons with disabilities under certain conditions. Disabled war veterans and front-line veterans can get a free card for travel in the Föli area.

The discount is saved in the customer's data in the ticket system's back-end system at Föli's service point. The travel card is only an identifier. You need to have an ID with you. A separate application form is required for a free school travel subsidy card, a disabled person’s travel card and a free card for disabled war veterans and front-line veterans.A travel card for persons with disabilities can be applied for at service points with an EU Disability Card. An escort entitlement is granted if the EU Disability Card includes the marking “A”.

The application form can also be printed on the foli.fi website on the Forms page and filled in before visiting the service point.

The travel cards for discounted groups are personal. The user of a discounted card undertakes to provide the driver and the inspectors with a reliable account of their identity upon request. In unclear situations, the identity must be proved with an identity card. If the card is misused, drivers and inspectors have the right to confiscate the card. The card will be handed over at Föli's service point after a waiting period, and a service fee will be charged for it in accordance with the valid price list.

When the card holder's age changes, the payment category changes automatically.

You can top up both a season ticket and value on the same Föli card. This means that you no longer have to contact Föli Customer Service to change the card type. The double card remains unchanged, so if you want to switch from a double card to a seasonal or value card, please contact customer services, for example by phone or chat. If you are acting on behalf of another person, you will need a power of attorney (in Finnish) (Opens in a new tab)(except for dependent children under the age of 18).

You can check the balance on your card on the bus reader when you stamp the card. A green light indicates that there is still plenty of balance or season of use left. The screen of the card reader shows the remaining balance for a value card or the date and time when the season on the season card ends. When paying with a value card, the screen shows the time until when the two-hour right to change vehicles is valid. A yellow light appears when the season has less than 5 days left or the value is less than €3-5, depending on the card type.

You can check the validity of the value card balance or season card from the online top-up service by registering as a user or in Föli's mobile application. You can also check the card balance at Föli's top-up and service points.

You can top up both a season ticket and value on the same Föli card

You can choose whether to top up value or a new season in the Föli-shop, Föli-app or at service and charging points. If the card has both an active season ticket and value, it will primarily use the season ticket.

As one card can have both a season ticket and value, you can pay for your own trip with the season ticket and your friend's trip with value, for example. This is done by stamping the card on the reader on the bus twice. Discounted cards, such as student and senior cards, are personal and can only be used for the owner's trips.

You can check the card balance, i.e. the length of the season or remaining value, from the Föli shop or the Föli app. The balance is also displayed on the bus's card reader when the card is stamped.

Season card

The season card is valid from the first use. You can top up the flexible season card for 10-365 days. The card is valid for day and night traffic. You can travel as much as you wish with a season card. The price of the card is determined by the price valid at the time of the top-up.

You can top up days to the season card at Föli's service and top-up locations and at Föli ticket machines. All season cards can also be topped up online. The new season starts from the first use after the current season, so no days will be lost even if the card is topped up before the end of the season.

You can also activate a continuous order for a season card in the Föli store. In your profile, the credit/debit information is added to your flexible season card information. The information is validated by online banking codes. A bank card added to the profile will be charged two days before the end of the previous season for 30 days. You still get to use the rest of the days on the current season since the 30-day season will start the next time the card is stamped after the end of the previous season. If a continuous order is added to a travel card that does not have a valid top-up, the charge will be made the following night and the travel card will be available for use in Föli's traffic the following day. If your bank card cannot be charged, the system will try again the next night. If the charge cannot be made at that time, the continuous order will end and the customer must activate it again in the Föli store. You can add a continuous order to more than one flexible season card in the same profile. Only one payment card can be added to the same profile. The Föli store profile must include the customer's email address, as receipts for top-ups and a notification of a failed download will be sent by email.

A continuous order can be removed from the Fölikauppa profile at any time. A continuous order must be cancelled two days before the end of the previous season. The travel card is valid until the end of the paid season, and payments for the paid seasons are not refunded or credited. The amount charged can be refunded if the customer cancels the order within 14 days of the first order and if the season has not been started. A continuous order is valid for three years at a time, after which it must be reactivated.

Föli's season ticket cards include the right to use Turku city bikes named Föllärit. A city bike can be used for one hour at a time if the season card has a valid period of at least 30 days. A mobile season ticket and a registered (30 day price cap) contactless card does not include the right to use city bikes.

Value card

The value ticket is paid with the money topped up on the travel card, i.e. a value. The amount charged from the value card depends on the passenger's age, the time and possible discounts. The payment to be charged is determined by the time when the card is stamped, not by the scheduled departure time of the bus or the estimated bus stop schedules. The card must be topped up with at least €5 when you first get it. Later on, you can top up whichever amount you wish as long as it is divisible by €5 but no more than €200 at Föli's service and top-up points. On the Internet, the minimum top-up is €5. When changing vehicles, you must scan the travel card with the valid value ticket on the card reader. A value tickets allows you 2h to change vehicles.

Double card

The price of a 30-day season card is always topped up on the card. The card will work until the end of the season even if the balance is used completely before the end of the season. If there is so little travel that the season ends before the balance is used up, the balance can be still be used until it ends. If there is balance on the card when you top it up, the balance will be credited at the top-up price.

A double card can only be used to pay for one person's journey at a time. You can top up the card with a new season at Föli's service and top-up locations or online.

Top-up options for Double card

› The card acts as a value card and the 30-day season is valid. When you pay for a new season, the remaining balance is credited. The new season will already start when the card is next used after topping it up.

› The card acts as a value card and the 30-day season has expired (there is money on the card). When you pay for a new season, the remaining balance is credited. The new season will start at the next use after the top-up.

› The card acts as a season card (no money on the card). You pay the price of the new season. The new season starts after the current season after the first use. You will not lose any days of the current season.

Special cards

Free personal card

A free card is issued to war invalids and front-line veterans who have a permanent address in Turku, Kaarina, Raisio, Naantali, Lieto, Paimio or Rusko. The right to a free card for front-line veterans is demonstrated either by a military passport or by a separate card identification.

Separate cards:

white card (front-line soldier)
yellow card (soldier ID)
blue card (women/front-line service card) or

- a Kela card with a photo and R-identification

Kela school transport subsidy

Students at general upper secondary schools and vocational institutions may apply for school transport subsidy for the expenses caused by their daily school trips.

Students may be entitled to a free or discounted travel card. Both the paid and free school transport subsidy cards must be loaded monthly at the Föli shop or at Föli service points (not at loading points). In the Föli area, i.e. Turku, Kaarina, Lieto, Raisio, Naantali Rusko and Paimio.

Students entitled to free education are eligible for school transport subsidy if their school trip is at least 7 kilometres one way. Students who are not entitled to free education can only receive school transport subsidy if their school trip is at least 10 kilometres one way.

Students are eligible for the school transport subsidy if they travel the minimum specified trip at least 10 days per calendar month.

The school travel subsidy card is for each academic year, so you can only use it during the current academic year.

Study periods abroad do not entitle you to school travel subsidy.

The pupil must notify both Kela and Föli of any changes affecting the subsidy.

3. Tickets

Single tickets

Single tickets are available on buses and ticket machines (paper tickets with QR codes) and as single advance tickets at Föli's service and top-up points. Single advance tickets can be topped up on single-use cards at Föli Service Offices and at R-kioskis in the Föli area. Single advance tickets are valid for one year after the purchase date. The single tickets sold in buses, applications and machines have a validity of two hours which begins immediately. Tickets topped up on single-use cards are valid from the moment they are stamped for the first time.

A mobile ticket must be scanned on the reader each time you enter the vehicle. The right to change vehicles on single tickets lasts two hours. The price of single tickets purchased with cash from the driver is different from the price of single tickets purchased in other ways. The price or the difference in price of a single ticket purchased from the driver will not be refunded afterwards.

Daily tickets

Daily tickets (1-7 days) are available for purchase at Föli service points. At service points, the ticket is topped up onto a single-use travel card. A card fee will not be charged for the card. A damaged or lost daily ticket is not refunded. Daily tickets can also be purchased from the mobile app. The validity of the mobile ticket begins on order.

Mobile tickets

The tickets sold in Föli's mobile application are normal ticket products. Tickets sold in the mobile app will be valid immediately after purchase, excluding multi-tickets. A mobile ticket is considered valid when it is received on the mobile device before boarding the vehicle. The mobile ticket must be scanned on the reader each time you enter the vehicle. For more information on mobile tickets, visit foli.fi.

A mobile season ticket does not include the right to use city bikes.

4. Making a contactless payment

You can also pay for your travel using a Visa, Mastercard and Eurocard with a contactless payment feature. Mobile devices (such as Apple Pay and Google Pay) with a payment card can also be used.

Payment card or mobile device is held close to the card reader. When using contactless payment, you pay the normal price for the single ticket and the ticket includes the right to transfer within two hours. The final price is determined on the basis of the number of purchases and trips, so that the passenger gets the most cost-efficient ticket. For example, if the customer purchases a third single ticket within the same day, the ticket purchased by using contactless payment turns into a one-day travel ticket. The system calculates the best price for the customer: if the customer makes more than one trip within the single ticket’s two-hour transfer time, the price of only one single ticket will be charged at the end of the day.

For the price of a one-day travel ticket, you can travel an unlimited number of times within one day. A seven-day ticket, in return, gives you an unlimited number of trips within one week. The ticket is valid until the end of service day (4 a.m.).

You can also set a 30-day price cap for a contactless card by registering it in the Föli Shop. When a registered contactless card is used in Föli traffic, the maximum charge for 30 days is the normal price of a 30-day season ticket. Therefore, a registered payment card can be used to travel an unlimited number of trips within 30 days. When a payment card changes, trips made with the previous card or the price cap set for it will not be transferred to the new card. To register a payment card, it must have been used in Föli traffic at least once to pay for a trip. When the customer wants to remove the price cap, the registration must be removed in Föli Shop.

The 30-day price cap can only be registered for physical cards. The price cap cannot be set for contactless cards in mobile apps.

A registered contactless card does not include the right to use city bikes

Always use the same payment card or mobile device to ensure that the amount charged is correct. Mobile Wallet apps and the devices connected with them generate a device-specific virtual account number, which means that the payment transactions are device-specific as well.

When you use contactless payment, the payment terminals will never ask you for your pin code. The payment terminal does not print a ticket. Charges and trips can be checked in the My Contactless Payments section in Föli's online top-up service. You can also print the receipt if needed. Upon request, the customer must present the last four digits of their payment card to the inspector, who will use the numbers to check whether the card has a valid travel ticket. If the ticket was purchased on a mobile device, a virtual account number is presented to the inspector.

If the customer finds that an error was made when charging their payment card, they must contact the Föli customer service within 30 days of the error. If an error is verified, the amount charged will be paid back to the customer.

Other purchases with contactless payment

You can also pay for another passenger's trip and other tickets, such as a child's single ticket, transportation fees and 24-hour tickets, with contactless payment. When buying these tickets, you must inform the driver, who will print them out on a paper ticket. There are no price caps on tickets for additional passengers. If a passenger wants to pay for other passengers’ trips or other tickets while accruing the number of their own trips in order to take advantage of the contactless payment price cap, the passenger's own trip must be paid separately by showing the payment method to the reader.

5. Right to travel without a ticket

The following persons may travel within areas in Föli's ticket system without a ticket:

Children under 7 years of age travel free of charge with a paying passenger or a passenger with a child in a pram. Children under 7 years of age travelling alone are charged the price of the children's ticket.
A person with a child in a pram or buggy. Only a limited number of prams fit in vehicles. The child does not need to sit in the pram during the journey. The adult is responsible for the child and the pram during the journey. The wheels of the prams must be locked and, if the child is in the pram, the adult must be next to them and ensure that the pram stays in place. When travelling with an empty pram, the normal price must be paid for the journey. There is no charge for empty prams.
A person in a wheelchair and a person accompanying the wheelchair user.
A police officer dressed in an official uniform may travel without a ticket on Föli traffic.

6. Pets

Dogs and cats can travel for free. Dogs and cats can be transported at the discretion of the driver, taking into account the passengers who are already on board. Service dogs are always allowed.

7. Other fees

Vehicles on the bus – Paid

A transport fee is charged for larger vehicles transported on the bus. The fee includes a two-hour transfer right and can be paid on the bus with cash or contactless payment.

The fee applies to the following vehicles:

Bicycles (including non-foldable electric bikes)
Long scooters (e.g. large non-foldable electric scooters and kickbikes)
Other vehicles of similar size

The driver decides on a case-by-case basis which luggage and vehicles can be carried without causing harm or danger.

On the water bus, bicycles are transported free of charge. A maximum of 10 bicycles are allowed at a time, with a limit of 1 bicycle per person. Passengers are responsible for their luggage and vehicles for the entire duration of the journey on the water bus.

Note! For safety reasons, electric mopeds and senior scooters are not transported on buses.

Vehicles on the Bus – Free of charge

The following vehicles can be brought on board the bus free of charge:

Foldable bicycles and foldable electric bicycles (remember to fold them before boarding)
Small and/or children's scooters (non-electric)
Foldable electric scooters (remember to fold them before boarding)
Other small vehicles, such as skis and sleds
Rollators/walkers, wheelchairs, and three-wheeled walkers similar to rollators
Children's bicycles, such as tricycles

The driver decides on a case-by-case basis which luggage and vehicles can be carried without causing harm or danger.

Luggage and transportation fees

Luggage that the customer carries and handles on their own can be taken on public transport without an additional charge. Personal belongings must not cause harm or danger, and they must not block passenger compartments or aisles. A transportation fee will be charged for bicycles and similarly sized vehicles. The fee includes a two-hour right to transfer. The driver decides on a case-by-case basis which luggage and vehicles can be carried without causing harm or danger. The transportation fee is not charged on water buses. Water bus passengers must also take care of their own luggage and vehicles throughout the journey.

Night fare

Night fare is collected from value-card and single ticket passengers. The price is determined on the basis of the actual time of the payment device. The night fare is charged on payments between 23-04 o’clock.

8. Ticket inspection

Upon request, the customer is obliged to present an appropriate and valid ticket to the driver and the public transport inspector.

A personal travel card can only be used by the owner of the travel card, who must, upon request, provide the inspector or driver with a reliable proof of their identity.

If necessary, ticket inspectors or drivers will find the passenger’s personal data in Föli's customer register, in which case the customer must inform the inspector of their name and personal identity code. Without an appropriate and valid ticket, the passenger will be charged the single ticket price according to the valid price list.

If the travel card is used in violation of Föli's travel terms, the inspector or driver may confiscate the misused travel card. A misused travel card will be handed back to the Customer at the Kauppatori Monitor after a 14-day waiting period, and a handling fee valid at the time of the handover will be charged.

9. Disruptions at the time of the ticket purchase

If the travel card does not work with the card reader, the customer should try the card reader indicated by the driver. If the card is defective, the customer must purchase a ticket in other ways. A defective card can be replaced at a service point for a fee, excluding a technical fault. The season and/or value remaining on the defective travel card can be transferred to the new card. The customer is compensated on a case-by-case basis for the direct costs of card failures against receipts (single tickets, telephone and postal charges). If the travel card failure is due to the customer’s fault, the service point will charge a processing fee for the transfer and a card fee for the new travel card. A physically broken travel card is not refunded.

If the card reader does not work

If the card reader does not work, the customer must ask the driver to check the season or right to change vehicles on the travel card or to buy a value ticket. The customer must keep all tickets carefully so that they are can be scanned with reader devices. The code of paper single tickets must be readable with the bar code reader.

If the mobile ticket does not work

If the customer does not receive the mobile ticket they have ordered from the Föli application's ticket system, the ticket must be purchased in another way before the trip begins. If the mobile ticket cannot be read due to a problem with the card reader, the ticket must be presented to the driver.

If tickets by third parties do not work

If Föli tickets from third parties do not work, the customer must contact the seller of the ticket. If such tickets cannot be scanned with the bar code reader, the customer must acquire a valid ticket in other ways.

10. Lost card

The customer can report their lost personal travel card to the revocation list based on their personal identity code. A holder-specific travel card can be reported to the revocation list if the card is attached to a personal identity code or if the customer can present the card number. The travel card is reported personally to the revocation list by visiting Föli's service point. A travel card on the revocation list cannot be used for travel, it cannot be topped up with a season or value. The card fee for a travel card placed on the revocation list is not refunded. The season and/or remaining value of the travel card on the revocation list can be transferred to a new card. The remaining season will be topped up from the date the customer comes to the service point to resolve the issue. A handling fee is charged for the transfer and a card fee is charged for the new travel card. In cases of lost cards that are charged retroactively or used by companies, contact Föli: joukkoliikenne@turku.fi.

A travel card returned as a lost property will be stored in the Kauppatori Monitor's lost-and-found basket for three weeks, after which the card will be disposed of with information security waste. The card is then processed like a lost card: The value on it can be transferred to a new card owned by the same person for a handling fee.

11. Refunds

Reports and refunds related to travel cards are handled at Föli service points. Service points also receive complaints. In connection with the request for clarification, the customer must prove their identity. A refund application or complaint must be submitted within two months of the date on which the error or grounds for a refund arose. Any compensation shall be paid in accordance with the provisions on consumer protection. You can only receive a refund for the season and/or value on the travel card. Card fee will not be refunded.

If the refund application and/or complaint is approved, the remaining season is turned into value or refunded in the following way: a season on the travel card that has not yet begun is refunded at the rate in force at the time of the top-up (a processing fee will be applied for the refund). A season that has already begun is refunded if 30 or more days remain. The price of the remaining days is refunded according to the lowest valid daily price.

Unnecessary balance on a value or double card can be refunded to the customer. The handling cost according to the price list is deducted from the balance. The card fee is not refunded. Incorrect value ticket charges can be refunded on the travel card or credited in cash at the Kauppatori Monitor (Aurakatu 8, Turku). Requests for information related to the travel card must be made within two (2) months of the event at a Föli service point.

Tickets purchased from the mobile app can be refunded by directly informing the app administrator via the feedback button on the app. Alternatively, you can send an email to tuki@payiq.net (Opens in a new tab).

12. Strike or disruption in traffic

Separate compensation instructions are always issued for the disruption of bus services caused by force majeure situations, such as natural disasters or a strike concerning bus traffic or work stopping.

Passengers who have purchased a season ticket must prepare for minor deviations in schedules when using public transport services. However, the customer has the right to receive compensation when the error threshold is exceeded. For example, in the event of a strike, days left unused on a season ticket can be credited by adding more days to the season ticket. The maximum number of days added is the number of unused days. In the event of a strike, for instance, the exceeding of the error threshold will be assessed based on whether the passenger has had the opportunity to use replacement traffic and whether the lines and routes the customer normally uses were significantly affected. The customer’s right to compensation is always assessed on a case-by-case basis and taking into consideration the aforementioned factors.

Compensation liability:

In force majeure situations (strikes or unforeseeable disturbances in traffic that Föli could not reasonably prevent) Föli does not generally compensate the customer for any damages or additional costs (e.g., using a taxi). However, the compensation liability can be reconsidered on a case-by-case basis if Föli is unable to prove that the traffic disruption has been outside its scope of influence and has not provided sufficient information about the disruption

13. Disclosure of customer information

Trips made with a travel card are not connected to customer data and trips made with a card are not individualised except in statistics. The customer has the right of access to their own information.

14. Lifespan of travel cards

The lifespan of the travel card ends when Föli renews the cards. After the card replacement period has ended, the old travel card cannot be used to pay for trips. The value remaining on the travel card can be transferred to a new Föli card at the service point within one year of the end of the card replacement period.

15. Customer register and data protection

The controller of the Föli customer data register is the City of Turku, regional public transport. The register description is available at rekisteri.turku.fi.

Customer identification data and the top-up and ticket sales transactions that Föli needs when managing the customer service and consumer protection of the travel card system are collected in the customer register. Your gender information (female, male, other), for instance, will be recorded in the customer register. On request, the gender information can be changed at a Föli service point. The data collected in the customer register and their storage locations are listed in the register description.

The most typical areas of use of the customer's identification data are the delivery of a personal travel card, changes in the customer's address information and municipality of residence, identification of the owner of a found travel card, reporting a lost travel card for the revocation list, closing the card at the end of the customer relationship, investigating errors, and checking the card top-up and value use transactions at the customer's request.

The customer is responsible for ensuring that Föli has up-to-date information about the customer. If the customer group, customer group validity or municipality of residence of a person using a personal travel card changes, the customer is obliged to notify Föli of the changes.

Personal data will not be disclosed to third parties except as required by law or official regulations. Service point personnel who have a duty of professional secrecy have the right to update and verify the system's customer information. The personnel have the right to browse and print out season and value top-up transactions recorded on the card from the central system only at the customer's request or in order to investigate errors. The guardian of a child under 13 years of age has the right to be informed of the travel card's top-up and value use transactions. The data of a person over 13 years of age is disclosed only with the person’s consent, unless there is a compelling reason in the best interests of the child to disclose the data.

The customer has the right to request the removal of their personal data from Föli's customer register in the manner mentioned in the description of the register.

16. Actions, substances and objects prohibited in public transportation

A public transport vehicle is classified as a public place to which the provisions of the Public Order Act (612/2003) apply. For example, the following actions are prohibited on public transportation:

Disturbing public order and endangering safety, such as making noise, threats, fear-inciting behaviour.
Consuming intoxicants.
The transport and possession of dangerous goods (such as gas cylinders or corrosive substances).
Possession of objects and substances that could be used to damage another person.

A customer who violates the above-listed regulations may be removed from the vehicle without any obligation to reimburse or other compensation for the ticket.

17. General instructions

Wave clearly when the bus approaches the stop. When it is dark, use a reflector or mobile phone screen to be better visible.
Do not step too close to the bus until it has come to a complete stop and the doors have opened.
In winter conditions, the vehicle may slide laterally at the stop.
Get on the bus through the front door and exit from the centre or rear door.
Please pay for your trip primarily with a travel card, contactless payment or Föli application. If you are paying with cash, please make sure you have exact change.
Keep the ticket for the whole trip.
Buses have some space for prams and wheelchairs by the centre door. Do not block the aisle.
Local buses have both seats and standing places. Move back in the aisle when the bus starts to fill.
Keep your bag in your lap or on the floor, do not take over a seat for it.
Press the stop button in time when you want to get off the bus.
When travelling with a small child, get off the vehicle together or let the child leave the vehicle first. It is difficult for the driver to notice if a child is left alone in the vehicle.
Let the bus leave the bus stop before you cross the road.
Use your mobile phone without disturbing other passengers.
Take elderly, disabled and pregnant people into account by giving them a seat in a busy bus.
Do not smoke in buses or bus stop shelters, including e-cigarettes. Please also avoid using strong fragrances.
Eating and drinking on the bus is prohibited.