Refund terms and conditions
The value of unused bus tickets purchased from Matkahuolto is refundable. For refunds on partially-used return tickets, any discount that was granted is deducted from the total refund amount. Unused seat reservations are not eligible for refunds. Claims for refunds must be made within one (1) month of the date of expiry of the ticket in question. Bus ticket refunds are subject to a service charge.
EBus tickets can not be changed.
You can cancel a an eBus Ticket up to 24 hours before departure using the eBus Ticket cancellation form. If your departure is scheduled for the weekend or a red-letter day or weekday after weekend/red-letter-day, you must request cancellation on the previous weekday. A charge of EUR 6.00 applies. All eBus Ticket and Special Offer eBus Tickets whether purchased from Matkahuolto agents, travel agencies or at Matkahuolto’s website or using the mobile application may be cancelled. The service charge payable in connection with the ticket purchase will not be refunded.
When a ticket is cancelled, Matkahuolto repurchases either the entire purchase transaction or parts of it. For example, if you have a return ticket, it is possible to cancel only the outbound or return ticket. A return ticket may be cancelled in part or in full 24 hours before the outbound departure. Cancellation can only be made once: if you have cancelled your outbound trip, you can no longer cancel the return trip separately.
If you wish to request ticket cancellation, complete the eBus Ticket cancellation form.
Refunding the value of tickets loaded on the Travel Card
The terms of refund vary according to the type of ticket in question. Matkahuolto collects a service charge in association with refunds.
Keep your sales receipt from the purchase of your ticket. The name and validity period of the ticket are shown on the receipt. It is also possible to check the validity period of the ticket at any Matkahuolto outlet or onboard the buses.
The annual ticket is valid for one year from the date of purchase. If another Annual Ticket is purchased and loaded onto the Travel Card while the previous Annual Ticket is still valid, the validity of any unused trips remaining on the Travel Card will be extended by one year. Any claim for a refund of the Annual Ticket must be made within one (1) month of the ticket's date of expiry.
When a refund is made for the unused value of Annual Tickets, the fare for each trip is calculated at the standard rate without any discount. The sum total of all used trips is then deducted from the total price paid for the ticket. Any difference will be refunded to the customer.
Regional Tickets, City Tickets and Commuter Tickets
Regional Tickets, City Tickets and Commuter Tickets are regional ticket products subsidised by the respective municipalities, so the value of any unused travel is usually not eligible for refund. The terms of refund vary according to the ticket in question. They are cited on the sales receipt accepted and signed by the customer upon purchase of the ticket.
Kela-Subsidised School Trip Tickets
Kela-subsidised Annual and Regional Tickets for students are not eligible for refund.
The BusPass is not eligible for a refund.
Any claim for a refund on the CityCity ticket must be made within one (1) month of the date of expiry of the ticket. The fare for each trip is calculated at the standard rate without any discount. The sum total of all used trips is then deducted from the total price paid for the ticket. Any difference will be refunded to the customer.
Stored Value Ticket
The value stored on a Travel Card can be refunded upon customer request.
Refund for the Travel Card
Seasonal and series tickets are loaded on the Matkahuolto Travel Card for your travel convenience. The initial processing fee charged for the Travel Card is €6.50. Travel Cards are not eligible for refund.
Gift vouchers may not be exchanged for cash, nor are they eligible for refund.