General order and payment terms HTM travel products

The General Order and Payment Terms and Conditions apply to the purchase of travel products purchased through htm.nl and the HTM app.

The products you order are subject to the associated product terms and conditions. See HTM Product Terms and Conditions | View the rules of play for travel products

Every public transport journey with HTM is subject to the General Terms and Conditions of City and Regional Transport. In addition, the terms and conditions of the carrier to which the travel product you are travelling with applies:

oOV-chipkaart: ov-chipkaartvoorwaarden

oDebitcard/Creditcard: conditions Checking in and out with your debit or credit card

You can find our conditions at htm.nl/general-conditions/.

Via htm.nl

HTM gives you an overview of your order at the time of ordering. You can add and remove products until the time of payment. After you pay, HTM confirms your order via email to the email address you provided. The confirmation includes an order number in case you have service questions about the purchase. If you have an account with HTM, you will find your orders there as well.

Via the HTM app

HTM gives you an overview of your order when you place your order. You can add and remove products until the time of payment. After you have paid, the product is listed in the app. A service ID is listed with the product in case you have service questions about the purchase.

Rates are valid at the time they appear on the website or in the app unless otherwise noted. For a full schedule of rates, visit Tariffs

Via htm.nl

You pay for the travel products in advance. You can pay via iDeal or with your credit card (Visa, Mastercard).

Via the HTM app

You can pay for your products via iDeal, your credit card (Visa, Mastercard) or via Apple Pay, Bancontact and Giropay.

Via htm.nl

OV-chipkaart travel products

If you have purchased a travel product for on your OV-chipkaart, you have to pick it up yourself and load it onto your OV-chipkaart. You can do this at the service desks of HTM or at the NS vending machines at NS stations. Once you have loaded your order onto your OV-chipkaart, you can use the travel product from the effective date.

OVpay

If you have purchased a travel product for your debit card (OVpay), the product will automatically be linked to your card after payment. You can start using the travel product as of the effective date.

Via the HTM app

After payment has been completed, you will find your travel product in the app under Inactive tickets or Active tickets. Before starting your trip, make sure the travel product is activated.

Loose tickets

Loose tickets end automatically after the expiration of the validity period. Loose tickets cannot be terminated or cancelled early after purchase, and no refunds will be made.

Subscriptions with a fixed term

Fixed term subscriptions terminate automatically after the expiration of the validity period. Subscriptions can be cancelled free of charge before the effective date via your HTM account or at one of the HTM Service Shops, with a full refund. The refund will be made to the account used when paying for the product.

Travel products may have additional cancellation and cancellation conditions. Please check the Product Terms and Conditions of the relevant product for these.

HTM may terminate the subscription in the following situations:

• In the event of non-payment
• Upon expiry of the payment card (OVpay) to which the subscription is linked.
• If the subscription uses the age profile to determine the subscription price or travel costs and you no longer comply with the conditions associated with age discount.

Upon termination of the subscription, the obligation to pay outstanding claims remains, and excess prepaid subscription amounts will be refunded, less any outstanding claims.

If a collection agency is engaged to collect outstanding debts, HTM is entitled to refuse future orders for ongoing subscriptions.

HTM is entitled to cancel the product ordered with immediate effect and to block the debit card, credit card, mobile or public transport chip card for public transport and to confiscate the public transport chip card if it is suspected that you are defrauding or misusing the product ordered or that the public transport chip card, debit card, credit card or mobile has been defrauded. You will then not be entitled to a refund. HTM may also impose a fine or report the fraud to the police.

HTM expressly disclaims any liability for damage resulting from access to (or inability to access) and use of the htm app and HTM.nl. Nor does HTM guarantee the error-free and uninterrupted operation of the website and the app. Although HTM makes every effort to keep the content of this website as up to date and complete as possible, it cannot offer any guarantee whatsoever as to the accuracy, validity, completeness or topicality of the information published on this website or to which access is provided on this website. HTM does not accept any liability in that regard.

When purchasing a travel product for travel with the OV-chipkaart, HTM is also not liable for a delay in collecting your ordered product that is the result of a malfunction in a collection and loading machine or a malfunction in communication to the collection and loading machine.

HTM adheres to laws and regulations and its privacy policy when processing your data. This privacy policy can be found at www.htm.nl.

If you contact HTM Customer Service about your order, HTM Customer Service is entitled to verify that you are the person whose details were entered when the order was placed. Does HTM Customer Service have doubts about this? Then HTM Customer Service will not provide any information.

HTM may amend these General Terms and Conditions of Order and Payment. Adjustments will take effect after publication on the HTM website. HTM will state the date on which the adjustments will take effect. The adjustments will then apply to new and existing agreements.

If you have questions about your order, picking up or traveling with the product you ordered, or would like to cancel your order or rescind the products, please contact HTM. Would you like to be contacted by phone? HTM Customer Service can be reached by calling 0900 486 4636 (usual call charges).

HTM tries to arrange everything as well as possible. However, sometimes something does go wrong. Do you have a complaint? Preferably report it via the web form at www.htm.nl You can also call HTM Customer Service.

HTM is a member of the Public Transport Disputes Committee. For that, visit www.degeschillencommissie.nl.

These order terms and conditions and the agreement concluded by ordering through the HTM webshop at www.htm.nl or through the htm app shall be governed by Dutch law. To the extent not otherwise prescribed by mandatory law, all disputes arising from the use of the HTM webshop or the htm app and agreements arising therefrom or related thereto will be submitted to the competent court in The Hague.

If any provision of these Terms and Conditions of Order proves to be invalid, this will not affect the validity of the other provisions. HTM will in that case adopt (a) new provision(s) to replace it, which will do justice as much as possible to the intention of the original provision.

HTM Personenvervoer N.V.

Branch address: Koningin Julianaplein 10, 2595 AA 's-Gravenhage

Chamber of Commerce number: 27014495

VAT number: NL 8074.97.964.B01

Telephone number: 0900 486 4636

HTM Customer Service

Phone number: 0900-4864636 (usual call charges) www.htm.nl

Version: April 2025