Terms and conditions when purchasing a ticket:

Travel Conditions

Passengers who travel and purchase a ticket/download travel funds enter into a travel agreement with Ruter which entitles them to transportation with companies operating on contract for Ruter, or on lines where Ruter collaborates with another administrative company or body. The terms of travel are part of this agreement.

The travel conditions apply to everyone present in Ruter's area. By Ruter, Ruter As and companies carrying out assignments on contract for Ruter are meant. Ruter's area includes, among other things, subway stations and on board the actual means of transport. For Vy's trains and operators that do not run for Ruter, their travel conditions apply.

Ruter's travel conditions consist of this document and the following attachments:

• Ruter's Travel Guarantee
• Compensation and reimbursement of travel cards and tickets
• More detailed specification of rules for wheelchairs, strollers, and driving devices in public transport

Ruter's terms of travel were approved by the Ministry of Transport on July 1, 2020, pursuant to the Professional Transport Act § 33, cf. the Railway Act §§ 7 and 7a. The annexes do not require approval from the Ministry of Transport. They are included for the sake of coherence and are part of Ruter's business terms.

1. General traffic and behavior

To ensure safety requirements and smooth traffic flow, it is necessary to regulate movement and behavior in the following manner:

• It is prohibited to walk on the track bed and to cross the tracks at places not intended for passengers.
• The use of skateboards, roller skates, bicycles, etc. is not permitted on Ruter's premises or transportation modes.
• Unnecessary delays in Ruter's areas are not permitted.
• Individuals who do not comply with instructions posted or given by staff may be removed.

2. Passenger Rights

Passengers with a valid ticket are entitled to be transported by Ruter's means of transport within the announced schedule and ordinary capacity. In case of delays, the travel guarantee applies, cf. appendix 1. Passengers traveling in a larger group (15 or more, for the subway groups over 100) should contact Ruter for further agreement on transportation.

The passenger has the right to sufficient information to be able to complete the journey in accordance with Ruter's travel guarantee, appendix 1.

For refunds, Ruter's refund rules apply, see appendix 2

3. Passenger's Obligations

The passenger must:

• a) pay for the trip in accordance with the terms and prices established by Ruter.
• b) have a valid ticket when boarding a means of transport or when entering a control zone. This means that an electronic ticket must be activated at this time.
• c) use the ticket in accordance with the announced rules and terms, which can be found on board the transportation, on ruter.no, and in the Ruter app.
• d) present the ticket to the staff upon request. On means of transport that only allow boarding at the front, a valid ticket must be presented to the driver without being asked.
• e) document the right to a discounted ticket by presenting valid identification. Students must present a student ID that confirms the right to a student discount at the time of travel (e.g., paid semester fee) - or otherwise substantiate the right in a manner that is in accordance with the published terms from Ruter on board the vehicles, on ruter.no, and in textual materials.
• f) follow the rules of conduct during the journey, cf. section 4

A ticket purchased on a mobile phone grants boarding access once the countdown on the mobile application has begun.

The ticket must be kept during the entire journey and until the passenger has left the vehicle or the control zone.

4. What can be brought along

Items and animals mentioned in this section may be brought onto Ruter's means of transport and Ruter's area if there is space. Items and animals are transported at the owner's risk and must not cause nuisance or danger to other passengers or staff.

In cases of doubt, the staff will decide whether an object or animal may be brought along.

4.1 Luggage
Passengers may bring easily manageable items/luggage on board provided it does not inconvenience other passengers.

4.2 Animals
Animals must be under the owner's control (on a leash, in a cage, or similar). Animals are not allowed on the seats.

4.3 Portable driving devices
Portable driving devices such as strollers and wheelchairs can be brought on Ruter's means of transport. Specific dimensions are described in section 11 Definitions and appendix 3. The staff will assist with boarding and alighting as far as is practically possible. Some stops and means of transport are not sufficiently adapted for wheelchairs.

Bicycles may be brought along, but must be walked. This does not apply to tandem bicycles due to length restrictions, see section 11 Definitions.

4.4 Items not allowed
Flammable and explosive substances, loaded weapons, sharp-edged, foul-smelling or large items, or anything else that can obviously pose a danger or nuisance to other passengers, are not allowed.

5. Code of Conduct During Travel

Individuals present in Ruter's areas must not, through activity or behavior, disturb others, or act in a way that creates a dangerous or undesirable situation.

Smoking is, in accordance with the Tobacco Damage Act, prohibited on all means of transport, indoors on Ruter's premises, and at all entrances to these areas. In addition, smoking is prohibited outdoors on Ruter's premises according to signage.

The intake of intoxicants is prohibited on Ruter's premises.

It is not permitted to obstruct the staff's necessary field of vision or to position oneself in such a way that the doors cannot be closed again. It is prohibited for passengers to open doors while in motion or to board or disembark from vehicles that are moving or stopping randomly outside of designated stops/stations. Passengers are not allowed to enter the driver's cabin on the vehicles or to handle the driving controls. It is also not permitted to use skateboards, roller skates, bicycles, etc., on Ruter's premises or on board the vehicles.

Unnecessary use of emergency door handles and other emergency equipment is prohibited.

Passengers who do not follow the code of conduct may be removed.

6. Ticket inspection

6.1 General
Ruter's staff has the right to check the passenger's ticket. Passengers have the right to be treated respectfully. Ticket inspections can be carried out by uniformed or plainclothes personnel. Plainclothes personnel must identify themselves without being asked. Tickets that are misused may be confiscated.

6.2 Additional Charge
Passengers who fail to present a valid ticket during inspection are required to pay an additional charge. A journey is considered to have commenced once the passenger is on board the transport vehicle or within the control zone. Individuals without a valid ticket may also be subject to an additional charge as they exit the transport vehicle. This rule applies during periods when, due to infection control measures, there is a requirement for distance between passengers and to the staff.

The additional charges are determined by the Ministry of Transport.

If payment is made on the spot, a lower fee is charged than if the customer chooses to pay by giro. A reduced fee applies to children under 18 regardless of whether it is paid on the spot or by giro. Passengers who pay on the spot will receive a receipt that entitles them to continue their journey on normal terms.

If the additional fee is not paid on the spot, Ruter has the right to demand that the fee be paid via bank transfer within a set deadline. In such a case, the passenger does not have the right to continue the journey without purchasing a regular ticket.

The passenger is obliged to provide correct name, address, and date of birth and await confirmation of these details so that the additional fee can be charged later. Interruption of travel during inspection does not exempt from the additional fee.

Ruter is responsible for ensuring that the ticketing equipment is operational. If Ruter is aware that the equipment is out of service, no additional fee will be imposed. In cases of doubt where it has not been technically possible for the passenger to obtain a valid ticket, any additional fee will only be imposed after Ruter has checked the specific equipment and found it to be in working order at the relevant time.

Failure to pay the additional fee will be followed up with a reminder and possibly collected through debt collection. For minors under 18 years of age, no additional debt collection costs will be incurred, but guardians may be informed about the situation. In cases of repeated incidents, the guardians may be held responsible for Ruter's losses.

6.3 Detention of passenger without a valid ticket
Ruter's inspectors may detain a passenger when the individual:

a) travels without a valid ticket, and either
b) fails to pay the additional fee on the spot, or
c) fails to provide their correct name, address, and date of birth. The police will be called.

The passenger may be detained until they provide their correct name, address, and date of birth, and while the information is being verified.

Persons under the age of 15 shall not be detained. Detention cannot occur if, given the circumstances, it would be a disproportionate intervention. The legal basis for detention is found in the Railway Act § 7a and the Professional Transport Act § 33.

Passengers who cannot present a valid ticket may be disembarked at a stop/station during the journey or be expelled from Ruter's other areas.

7. False, forgery and other criminal offenses

A passenger traveling with a fake or forged ticket will be subject to an increased surcharge and the ticket will be confiscated. Traveling without a valid ticket, creating a fake or forging a ticket is punishable by law. The matter may be reported to the police. Passengers who exhibit other criminal behavior may also be reported.

8. In case of deviations

In the event of delays, rerouting, traffic stops or cancellation of departures or other deviations, the passenger may claim reimbursement for documented expenses according to Ruter's travel guarantee, cf. appendix 1. In the case of incorrect ticketing, a refund may be given if the error is due to Ruter or Ruter's equipment.

Claims against Ruter must be made within three months from the event that gives rise to the claim. After the expiration of the deadline, Ruter may satisfy the claim if the passenger can demonstrate that they are entitled to a refund. The complaint deadline does not apply in the case of incorrect billing. Staff should provide their ID number upon request if the passenger wishes to make a complaint. Complaints should be directed to Ruter's customer service center.

9. Lost and Found

Lost property must be handed over to Ruter's staff. Incoming lost property is kept for three months. If the owner does not come forward and prove their right to the item during this time, Ruter may hand over the item to charitable organizations.

10. Entry into force

The travel conditions have been approved by the Ministry of Transport on January 11, 2017, and come into effect from that time.

11. Definitions

"Valid ticket": A ticket that is correct for the passenger's journey in terms of time, number of zones, and category (child, youth, adult, senior, military, and student). An electronic ticket must be activated upon boarding a vehicle or before entering a control zone.

"Activate": To initiate a ticket that has been downloaded to the travel card or mobile, or an automatic single ticket from the travel funds.

"Control Zone": Designated area at a station, or other stopping place, where passengers are not legally allowed to linger without a valid ticket.

"Passenger": A person who uses Ruter's means of transportation or who is within a control zone.

"Wheelchair": A device with three or more wheels and/or tracks, specifically designed for the movement of a person with reduced mobility. The dimensions of the wheelchair should not exceed the regulations in the current legislation on universal design. Some means of transport may accommodate slightly larger wheelchairs. See detailed description in Annex 3.

"Bicycle": A riding apparatus with two wheels and manual propulsion. Maximum length is 1750 mm, and the width should not exceed 700 mm.

"Ruter's areas": Areas that are designated for public transport where Ruter or suppliers carrying out assignments for Ruter have the authority to regulate general traffic and/or the public's access to and activities in the area. This includes stops on their own route, metro stations, track areas, and the actual means of transport.

"Station": Any stopping place with its own track area. A stopping place on a street/road is not a station.

"Means of transport": Subway, tram, bus, boat, and taxi.

"Additional charge": A fee imposed during a ticket inspection on the vehicle or at the station for passengers without a valid ticket.

Complaint

After you have received a final response from us, you can file a complaint with the Transport Appeal Board.