Last updated: 26 August 2026
1. These Public Transport E-ticket Terms & Conditions apply when an App User purchases, receives, stores, displays or uses a public transport ticket through the umob App. They apply in addition to the umob General Terms & Conditions, the Product Details shown before purchase, the applicable terms of the ticketing provider where relevant, and the conditions of carriage and product or ticket terms of the relevant public transport operator.
2. The App User enters into the contract of carriage with the relevant public transport operator. umob is not the carrier and does not itself perform the transport. Tranzer or another ticketing provider may facilitate ticket distribution, itinerary information and payment processing without becoming the carrier. The identity of the relevant operator and, where applicable, the Seller is shown before purchase or on the ticket.
3. The public transport operator is responsible for the performance of the transport service, including the operation of the vehicle or train, timetable, delays, cancellations and passenger handling. This does not affect any statutory rights the App User may have against the carrier, the Seller or umob where mandatory law makes that party responsible. umob will provide reasonable assistance with a ticketing issue where the issue relates to the umob App or the purchase flow.
4. Unless the Product Details, the relevant operator’s terms or mandatory law provide a right to cancel, change or obtain a refund, an issued E-ticket is generally non-cancellable and non-refundable. This does not limit passenger-rights remedies, refunds for qualifying delays or cancellations, or any other mandatory statutory remedy.
5. An E-ticket obtained through the umob App is a valid ticket only if it satisfies the requirements stated in the Product Details and the relevant operator’s terms. Depending on the ticket, this may include all of the following:
6. Every passenger must have a valid ticket or other entitlement required by the relevant operator. A personal E-ticket is non-transferable unless the ticket conditions expressly allow transfer. One ticket may not be used simultaneously by multiple passengers unless the Product Details expressly identify it as a group or multi-person ticket.
7. The App User is responsible for entering passenger and journey information accurately before purchase. After issue, personal details, route, date, class or other ticket characteristics may not be changeable. Any permitted change follows the applicable operator or product terms.
8. An E-ticket does not guarantee a seat, a particular vehicle, a particular departure, or uninterrupted service unless the Product Details expressly include a reservation or guarantee. Seat reservations and other reservations may be subject to separate terms.
9. Certain rail services or routes require a supplement or other additional product. This may include, for example, Intercity Direct, Eurocity Direct or ICE services where a surcharge is required under the carrier’s current rules. The App User must check the journey and ticket information before departure. If a required supplement is not available through the umob App, it must be purchased through a method accepted by the carrier before use.
10. International or cross-border services, night trains and premium or reservation-only services may require a separate international or carrier-specific ticket and may not be covered by a domestic E-ticket shown in the umob App. The Product Details and carrier terms determine validity.
11. The following is not permitted:
12. The relevant public transport operator may reject, invalidate or block a ticket in the event of misuse, suspected fraud or non-compliance with the applicable ticket or carriage conditions. The operator may also charge the applicable fare, statutory increase, surcharge, administration costs or other amount permitted by law and its terms. umob does not fix or control statutory penalty amounts imposed by a carrier or authority.
13. The App User must cooperate with reasonable ticket inspections and show the E-ticket and, where lawfully required, identification or other proof of entitlement. Failure to do so may cause the operator to treat the passenger as travelling without a valid ticket.
14. Where a delay, cancellation or service disruption may entitle the passenger to compensation, rerouting or another passenger-rights remedy, the applicable carrier terms and mandatory passenger-rights legislation govern the claim. The App User may need to submit the claim directly to the carrier. umob or the ticketing provider may supply the purchase or ticket information reasonably needed to support that claim.
15. If an E-ticket cannot be displayed because of an issue attributable to the umob App or ticket-delivery flow, the App User should contact umob Customer Service as soon as reasonably possible and retain the purchase confirmation and payment evidence. If the inability to display the ticket is caused by the App User’s device, battery, connectivity or settings, the operator may treat the ticket as not validly presented, subject to mandatory law and the operator’s terms.
16. The App User remains responsible for complying with the carrier’s current travel rules, safety instructions, ticket conditions and conditions of carriage. A current overview of public transport operators and links to their terms and privacy statements is available at https://umob.app/nl/legal/mobility-service-providers-terms-privacy-statements.
17. Public transport ticketing through the umob App may be facilitated by Tranzer B.V. The current Tranzer Terms of Use and Privacy Statement are linked on the Mobility Service Providers - Terms & Privacy Statements page. Tranzer is not a carrier and does not itself perform the transport.
18. If there is a conflict between these Public Transport E-ticket Terms & Conditions and mandatory law, mandatory law prevails. If there is a conflict between these terms and more specific Product Details or carrier product terms concerning the validity or operation of a particular ticket, the more specific ticket or carrier rule applies to that ticket, without limiting mandatory consumer or passenger rights.
19. umob may update these terms when public transport products, operators, ticketing technology or legal requirements change. Changes do not retroactively reduce rights attached to a ticket already purchased, unless mandatory law or a safety/legal requirement requires otherwise. The current version and last-updated date are published on this page.
20. Questions about the umob App, purchase flow or display of a ticket can be directed to support@umob.app. Questions about the operation of the transport service, delays, cancellations, onboard incidents, carrier fines or passenger-rights claims should normally be directed to the relevant public transport operator.
