General order and payment terms HTM travel products

These General Terms and Conditions of Order and Payment apply to all purchases of HTM travel products through htm.nl, the HTM app and the HTM Service Shops.

Each travel product is also subject to the associated product terms and conditions. See HTM Product Terms and Conditions | View Travel Product Rules. In the event of a contradiction, the product terms and conditions take precedence.

Travel with HTM is subject to the General Terms and Conditions for City and Regional Transport. The terms and conditions of the pass or carrier with which you travel, such as the public transport pass or debit card, also apply. You can find our terms and conditions at htm.nl/general-conditions/.

Ordering

During the ordering process you will always get an overview of your order. You can modify it until the moment of payment. After payment you will receive a confirmation of your order:

- via email for purchases through htm.nl or the Service Shop;

- in the app for purchases through the HTM app.

The confirmation contains an order number or service ID for questions about your order. If you have an HTM account, you will also find your purchases there.

Rates are valid at the time they appear on the website or in the app unless otherwise noted. For a complete schedule of rates, visit htm.co.uk/tariffs.

One-time travel products such as single tickets and monthly passes

You pay for travel products in advance, unless otherwise indicated.

-Purchases made via htm.nl can be paid for via iDeal or by credit card (Visa, Mastercard).

-Purchases made via the HTM app can be paid for via iDeal, your credit card (Visa, Mastercard) or via Apple Pay, Bancontact and Giropay.

-A purchase via the HTM Service Shop can be paid for via (contactless) payment with your debit or credit card, or with cash.

Continuous travel products such as season tickets

You pay the first month of a continuous travel product in advance.

From the^2nd monthly period onwards, your subscription amounts are debited from your account monthly in advance via direct debit. This is the same account you use to pay for the first month at the time of your order. If you want to change your account during the term, you can do so through your HTM account. Continuous products are only available on OVpay (debit card or OV-pas).

Direct debit of a monthly period takes place in advance each time. You will receive an invoice prior to each direct debit. If a payment cannot be collected on time, HTM can block the travel right. The payment obligation remains. If payment is not made after a reminder, HTM may pass the claim on to a collection partner. Any statutory collection costs will be charged.

You have the right to have a debit reversed within 8 weeks without giving a reason. The payment obligation remains.

via htm.co.uk

OV-chipkaart travel products

If you have purchased a travel product for 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 placed your order on your OV-chipkaart, you can use the travel product from the effective date. Always check in and out.

OVpay

If you have purchased a travel product for your OV-pas or your debit card (OVpay), the product will automatically be linked to your card after payment. You can start using the travel product immediately from the effective date. Always check in and out.

Via the HTM app

After payment has been completed, you will find your travel product in the app under Inactive tickets or Active tickets. Make sure your travel product is activated before you start your trip. Always check in and out.

Via the HTM Service Shop

OV-chipkaart travel products

If you have purchased a travel product for your OV-chipkaart, the product will be placed on your OV-chipkaart immediately after payment. You can start using the travel product immediately from the effective date. Always check in and out.

OVpay

If you have purchased a travel product for on your OV-pas or on your debit card (OVpay), the product will automatically be linked to your card after payment. You can start using the travel product immediately from the effective date. Always check in and out.

Single tickets

Single tickets are valid for a limited period of time and cannot be cancelled or refunded after purchase.

Fixed term travel products such as monthly tickets

Fixed term products automatically terminate after the validity period. These products 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.

Continuous travel products with direct debit

For continuous travel products with direct debit, the same termination rules apply for the first month as for fixed term travel products. From the first month, it is possible to terminate a continuous travel product per the next monthly period.

Travel products may have additional termination and cancellation conditions. Please refer to the Product Conditions of the relevant travel product.

HTM may terminate or block the subscription in the following cases:

- In the event of non-payment

-If there is a reasonable suspicion of fraud or abuse

-If the pass to which the product is linked is no longer valid

-If you no longer meet the conditions of the product.

In the event of detected fraud, HTM may terminate the travel product with immediate effect without entitlement to a refund. HTM may also take additional measures, such as imposing a fine or filing a report.

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

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

HTM is entitled to terminate the travel product with immediate effect and block application of the travel product to the public transport pass, debit card, credit card, mobile card or public transport chip card for use, and in the case of the public transport chip card, to confiscate it, if it is suspected that you are defrauding or misusing the product ordered. You will then not be entitled to a refund of your season ticket money. HTM may also impose a fine or report fraud to the police.

Administrative costs may be charged for terminating a travel product.

HTM is not liable for damage arising from the use of the website, app or travel products, except in the case of intent or gross negligence on the part of HTM.

HTM strives to provide current and accurate information, but cannot guarantee that the information provided is complete, accurate or current. This limitation of liability applies to the extent permitted within applicable laws and regulations.

Nor does HTM guarantee the flawless and uninterrupted functioning of the website and the app. Although HTM will make 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 check whether 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. Amendments will be published on htm.nl and will apply from the effective date indicated. The amended terms and conditions will apply to new and existing agreements to the extent permitted by law.

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.

If HTM is unable to resolve your complaint, you can submit it to the Public Transport Disputes Committee. To do so, go to www.degeschillencommissie.nl.

These terms and conditions and all agreements between you and HTM are governed by Dutch law. Disputes will be brought before the competent court in The Hague, unless mandatory law provides otherwise. If a provision proves to be invalid, the other provisions will remain in full force and effect.

If a 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.

Branch address: Waldorpstraat 13, 2521 CA 's-Gravenhage
Chamber of Commerce number: 27014495
VAT number: NL 8074.97.964.B01
Telephone number: 0900 486 4636

HTM Customer Service
Telephone number: 0900-4864636 (usual call charges) www.htm.nl

Version: May 2026