Opening hours - Service points
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Station Den Haag Centraal (OV Servicepoint)
Day Time Monday to Friday 7:30 AM - 8:00 PM Saturday 9:00 AM - 7:00 PM Sunday 9:00 AM - 7:00 PM This HTM Service point is located on the ground floor of Den Haag Centraal Station, together with the OV Servicepoint near entrance Rijnstraat.
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Station Hollands Spoor
Day Time Monday to Friday 9:00 AM - 5:00 PM Saturday 9:00 AM - 5:00 PM Sunday 9:00 AM - 5:00 PM This HTM Service point is located on the right hand side of the main entrance of station Hollands Spoor.
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Zoetermeer Centrum-West
Day Time Monday to Friday 9:00 AM - 5:00 PM Saturday Closed Sunday Closed This HTM Service point is located near the buses of station Zoetermeer Centrum West.
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Questions about penalties
For questions about penalties, you can call our colleagues between 08:00 - 15:30 o'clock. Call 0900 - 4864636.
OVpay
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What is OVpay?
OVpay allows you to check in and check out with your contactless debit card, credit card or smartphone, besides with your OV Chipcard.
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Why OVpay?
Better and safer technologies have been made since the introduction of OV-Chipkaart. Besides that, new ways of payment are constantly being introduced: contactless payments, travelling with GPS, creditcard, mobile phone payment.
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Who are participating in OVpay?
All public transport companies in the Netherlands are taking part in OVpay, the introduction date is different for each carrier. HTM will start on 18 October 2022. You can find an up-to-date list of all participating public transport companies at www.ovpay.nl/en
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Where can I find more information?
Go to our page or visit ovpay.nl.
Refund arrangement
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How can I get a refund because of a delay
If a delay lasts for more than 30 minutes, you will get a refund of € 3.
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A wrong amount has been charged, now what?
Has your OV-chipkaart been charged too much for a journey, or were you not able to check in and out? Then you can get a refund for the excess amount charged by HTM within 3 months of the relevant journey
Tickets + Subscriptions
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HTM Discount Deal
Do you travel often with HTM? Maybe HTM Discount Deal (HTM Maandkorting) is for you. With this subscription, you have 20% discount on all your rides with HTM.
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Regio subscription
Do you travel regularly through The Hague - Rotterdam - Zoetermeer - Leiden? Maybe the Regio subscription is for you. Travel with bus, tram and metro within a chosen district.
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Always discount subscription
Do you travel regularly with public transport trhoughout The Netherlands? Maybe the Always Discount subscription is for you. - Leiden? Maybe the Regio subscription is for you. Travel with bus, tram and metro within a chosen district.
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Subscription for people older than AOW-age with Haagse Ooievaarspas
Are you older than AOW-age and do you have a Haagse Ooievaarspas? You might be able to travel for free with HTM.
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Subscription for youth with Haagse Ooievaarspas
Are you inbetween 12 and 18 years old and do you own a Haagse Ooievaarspas? You might be able to travel for free in the weekends and official holidays.
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Can I combine a HTM subscription with NS Flex?
Yes you can. Please mind: to combine a HTM subscription with NS Flex, you must deactivate the Bus/ Tram/ Metro-part of NS Flex. Please contact NS customer service for more information.
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Cancel a monthly or yearly subscription
Do you want to cancel a Regio monthly or yearly subscription? Please visit a HTM Servicepoint.
- You can cancel a regio montly subscription for free until two days after the startdate have passed.
- You can cancel a regio yearly subscription for free on multiple dates. You will receive the amount of months which you have not used, except for the last two months (as these are free with this subscription).
Cancelling a subscription will cost you 5 euros.
HTM Bike
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How do I use a HTM Bike?
It's very easy to use a HTM Bike. Here's how it's done:
- Download the HTM Bike app and create an account.
- Go to ‘Credit’ in the app and add credit via iDeal or a credit card.
- In the app, you can see 35 drop zones where the bikes are and whether they are available. In the app, click on the bike that is in the best place for you.
- When you get to the bike, unlock it by scanning the QR code or entering the bike number via the app. The lock will now open automatically.
- Finished cycling? Look in the app to find the nearest drop zone where you can return the bike. Lock the bike by pressing Journey Ended in the app. The cost will be deducted from the credit balance automatically. If, when paying, your balance becomes negative, you will need to top it up.
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How much does it cost to hire a bike?
- Per 30 minutes € 1,00
- Maximum daily charge* (24 hours) € 5,00
- Suspension charge (for each consecutive hour) € 0,50
*When using the same bike
Please note: Check our special promotions in the HTM Bike App under Promotions.
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Where can I find more information about HTM Bike?
Lost and found
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I've lost something, what should I do?
If you lose something on a bus or a tram, you can see on the iLost page whether it has been found.
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Can I go to HTM to collect my lost property?
No, that's not possible. What was found will be sent to you, at any address in the Netherlands or another country.
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What if my property isn’t shown there?
If your property is not shown on the website within 2 days, then it has unfortunately not been handed in.
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For how long is property shown on the website?
- If something is lost between 12:00 on Monday and 12:00 on Wednesday, then it will be shown on the website from 18:00 on the Wednesday.
- If something is lost between 12:00 om Wednesday and 12:00 on Friday, then it will be shown on the website from 18:00 on the Friday.
- If something is lost between 12:00 on Friday and 12:00 on Monday, then it will be shown on the website from 18:00 on the Monday.
Penalties
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What are the penalties?
A penalty notice costs € 50, and is increased by € 6 for a ticket. This ticket allows you to travel for another 2 hours on HTM trams and buses (not valid on the HTM Night Bus) The inspector will ask for a valid identity document when they write the penalty notice. You must pay the amount of € 56 within 21 days, and you can pay the inspector immediately with a bank card (Dutch or most European cards). It is possible to make an objection to a penalty notice.
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How do I pay the penalty?
Pay it to the inspector immediately with a bank card (Dutch or most European cards), or transfer the correct amount from a bank account within 21 days to: IBAN NL71 INGB 0000 0088 30, in the name of: HTM verhoogd tarief rekening (HTM increased fare account).
Quote the number shown on the front of the penalty notice. In this way you will avoid any additional charges for a reminder or the involvement by HTM of a collection agency.
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How can I object to the penalty?
You can make an objection to the penalty notice within 14 days of the date of the offence. Send a letter or an email to HTM to do this. HTM will deal with the objection only if the penalty notice has been paid within these 14 days.
You can make an objection if:
- you can provide evidence showing that there was no good reason for you to receive the penalty notice
- you can show there were relevant circumstances that the inspector failed to take into account.
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What is the courtesy arrangement?
Have you received a fine despite having a prepaid subscription because you forgot your OV-chipcard or failed to check in?
If you had a valid subscription on your public transport card at the time of the journey, you can submit a courtesy request to have the amount of the paid fine from HTM refunded.
Please note: This can be done a maximum of 3 times per year.
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I received a fine even though I have a subscription. I forgot my public transport card or forgot to check in. Now What?
Have you received a fine despite having a prepaid subscription because you forgot your OV-chipcard or failed to check in?
If you had a valid subscription on your public transport card at the time of the journey, you can submit a courtesy request to have the amount of the paid fine from HTM refunded.
Please note: This can be done a maximum of 3 times per year.
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How do I submit a courtesy request?
After payment of the fine, submit the courtesy form. The process will now start.
- Pay the fine within 14 days via bank transfer.
- Complete the courtesy form.
- An HTM staff member will assess the request. If all conditions are met, the fine will be waived, and the paid amount will be refunded.
Conditions: The Courtesy Policy only applies if you pay the fine and register via the courtesy form within 14 days. If you exceed this deadline, this policy no longer applies. Additionally, the validity of the identification presented during the issuance of the fine will be verified.
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I paid the penalty, will I still receive a letter by mail?
No. 7 days after you have received the penalty, we send a letter as a reminder that the penalty has not been paid yet. If you have paid the penalty before the 7 days have passed we will not send the letter.