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For purposes of the General Conditions of Carriage, and unless the context clearly indicates a different direction, the words and expressions indicated below shall have the following meaning, when beginning with a capital letter:

"Inspector" 

It means the individual at the service of Fertagus, certified accordingly to the Law, considered, for all purposes, a public order agent who, besides collecting the Official Reports, can claim the intervention of public force authorities and, pursuant to the law, arrest the offenders in the act.

“Misdemeanour Agent”

It means the individual fined by the Inspector, through the notification of the infringement charged.

“Official Report”

SIt means the statement issued by any certified Inspector at the service of Fertagus, on the exercise of their functions and containing the mentions provided by Law, including the identification of the infringement and correspondent offender.

“Transport Application”

It means an application installed on a smartphone that allows the use of services that Fertagus intends to make available and accessible through this mean.

“Ticket Office”

It means the place where the sale of tickets and the customer service are carried out, within duly announced hours of operation.

“Bank card”

CAIXA VIVA bank card corresponds to a hybrid card: bank card with a transport application, which main characteristic is the accommodation of the two independent applications on the same card, bank application and transport application, which allows to use the Transports of the adherent Operators, through tariffs established by them.

“Lisboa Viva Card”

It means the identification card, personal and non-transferable, for the use of public transports, equipped with contactless technology, which enables the access to the use of the transport of several transports operators on the Metropolitan Area of Lisbon, through the load of transport tickets from each Operator, combined tickets and also zapping transport units, to the maximum of 4 contracts. Its purchase implies the acceptance of the conditions on the request of the identification card for public transports - Lisboa Viva Card.

"Viva Viagem Card"

It means the electronic card which allows the load of Simple and Pre-Purchased Tickets of the same Type/Origin/Destination/Tariff and zapping units.

"Transport Contract"

It means the Contract entered with the Operator, in which the latter undertakes to provide to the Passenger the transport service through a valid and validated Transport Ticket from the place of origin to the destination, accordingly to the general conditions of carriage announced.

“Concession Contract”

It means the Concession Contract entered between the Portuguese State and Fertagus for the operation of the Suburban Passenger Transport Service on the North-South Railway Line.

“Operation Day”

It means the period comprised between the departure time of the first train from the Station of Coina and the arrival time of the last train to this Station.

“Valid Identification Document”

It means the Identity Document or the Citizen Card or the Passport or the Driving License.

“Invoice”

Invoice or simplified invoice corresponds to the commercial document which proves the acquisition and payment of the transfer of goods or provision of transport services. This document also proves the existence of a Contract on the Lisboa Viva or Viva Viagem Cards or on another support aimed for the transport contract.

 “Station”

It means the infrastructure intended for the boarding and disembarkation of passengers and it can be the Station of Roma-Areeiro, Entrecampos, Sete Rios, Campolide, Pragal, Corroios, Foros de Amora, Fogueteiro, Coina, Penalva, Pinhal Novo, Venda do Alcaide, Palmela and Setúbal.

“Open Stations”

It means the Stations which are not equipped with access control doors to reserved areas for Passengers who hold valid and validated Transport Tickets and they are: Station of Setúbal, Station of Palmela, Station of Venda do Alcaide, Station of Pinhal Novo, Station of Campolide, Station of Sete-Rios, Station of Entrecampos and Station of Roma-Areeiro. These stations are equipped with validators for the transport ticket’s validation.

“Closed Stations”

It means the Stations which are equipped with access control doors to reserved areas for Passengers who hold valid and validated Transport Tickets, commanded by validators or turnstiles (which allow the access to the commercial area) and they are: Station of Penalva, Station of Coina, Station of Fogueteiro, Station of Foros de Amora, Station of Corroios and Station of Pragal.

“Fertagus”

It means Fertagus - Travessia do Tejo, Transportes, S.A..

 “IMT”

It means the Institute for Mobility and Transport or any entity that might legally replace it.

“Law”

It means the Portuguese law, including the constitutional and ordinary law and the regulations applicable to Fertagus pursuant to the Concession Contract.

“Limits of the Boarding platform”

It means the line of existent validators on the Station’s atriums or platforms or by fixed devices (access control doors commanded by validators) aimed to control the entrances and exits or also by any type of appropriate signage for the purpose. In the absence of these delimitations, the use of the service begins with the transposition of the entrance doors of the trains or buses.

“Automatic Ticket Machine”

It means the equipment provided by Fertagus on the Stations, where the purchase of Fertagus tickets may be directly carried out by the Customer.

“Operator”

It means the passenger collective public transport service provider.

“OTLIS”

It means the Complementary Group of Companies (CGA) which aims to create value for the Transport, Joint and Adherent Operators through an efficient management of central systems and shared resources in the Metropolitan Area of Lisbon.

“Parking Lot”

It means the parking lots operated by Fertagus or by a company hired for that purpose.

“Passenger or Customer”

It means any individual to whom a transport service under the Transport Contract is provided.

"Passenger with Reduced Mobility"

It means any individual whose mobility is permanently or temporarily limited due to a disability or incapacity, including age.

“Fertagus Employees”

It means all the employees or service providers of Fertagus who are duly identified.

“Viva Portal”

Online platform implemented by OTLIS which provides several functions to the Customers in terms of information, transport tickets load and Lisboa Viva Card requests.

“Allocated Service”

It means the Fertagus Service, primarily, and the Sulfertagus Service, secondly.

“Fertagus Service”

It means the suburban passenger railway transport service on the North-South railway line between the Stations of Roma-Areeiro, Entrecampos, Sete Rios, Campolide, Pragal, Corroios, Foros de Amora, Fogueteiro, Coina, Penalva, Pinhal Novo, Venda do Alcaide, Palmela and Setúbal.

“Sulfertagus Service”

It means the collective passenger road transport service of connection to the stations of Pragal, Corroios, Foros de Amora, Fogueteiro and Coina, controlled by Fertagus and the suburban passenger railway transport service on the North-South railway line between the Stations of Roma-Areeiro, Entrecampos, Sete Rios, Campolide, Pragal, Corroios, Foros de Amora, Fogueteiro, Coina, Penalva, Pinhal Novo, Venda do Alcaide, Palmela and Setúbal.

“South Service”

It means the collective passenger road transport service of connection to the stations of Pragal, Corroios, Foros de Amora, Fogueteiro and Coina, controlled by Fertagus.

“Reduced Tariff”

It means the advantage associated to a Transport Ticket, pursuant to point 12. of the General Conditions of Carriage.

“Daily Utilization Fee”

It means the amount to be borne by the customer in the case of exchange of Transport Tickets or amount refund. It is calculated through the following formula: pass price x 12.5% x no. of days from the beginning of the pass’s validity.

“Multibanco Service Fee”

It means the amount to be borne by the customer in the case of exchange of Transport Tickets or amount refund. If the validity has not yet started, the amount of the ticket, with the commission charged by SIBS or other intermediate sales entity, is refunded to the Operators for the operation’s execution.

“Service Fee”

It means the amount to be borne by the customer in the case of return of the transport ticket loaded on Lisboa Viva before the beginning of the validity.

“Nominative Ticket”

It means the Transport Ticket issued by Fertagus corresponding to a Subscription or to a Pass, pursuant to point 6.2 of the General Conditions of Carriage.

“Transport Ticket”

It means a ticket issued by Fertagus or other entity authorized by Fertagus, on a magnetic contactless support or on a transport application which identifies the right of use of the service accordingly to a time, space and price validity, accordingly to the General Conditions of Carriage announced.

“Valid Transport Ticket”

It means the validated transport title from the place of origin to the destination, used accordingly to the provisions of these general conditions of carriage, namely pursuant to point 7.

“Transport”

It means the transport service carried out by Fertagus within the Allocated Service.

“Validation”

It means the crossing, reading and acceptance of the Transport Titles on the Fertagus validators installed on the Stations, Parking Lots or on the Sulfertagus Service buses, validating the Tickets for the Allocated Service through the unload of the correspondent trip or through the entrance validation (Begin trip) of a transport application to which Fertagus has adhered.

“Bicycle”

It means the two-wheeled vehicle driven by the driver’s effort through pedals or similar devices.

The electric bicycles (with a maximum continuous power of 0.25 Kw), which are similar to the traditional bicycles regarding its dimension and occupied space, are also included in this typology.

“Trip”

It means the trip of one Passenger documented by a transport ticket, from the moment he/she validates his/her transport ticket and crosses the Limits of the Boarding platform of a station or enters a Sulfertagus Service bus, to the moment he/she crosses the exit channels of another Station or leaves the Sulfertagus Service bus, or on the moment the entrance validation (Begin trip) and correspondent exit validation (End trip) are carried out on a transport application to which Fertagus has adhered.

 

This document has as subject the definition of the General Conditions of Provision of Services by Fertagus and the Service use by the Allocated Service’s customers.

As The General Conditions of Carriage apply to the passenger transport on the North-South Railway Line, to the Passenger Transport within the Sulfertagus Service and to the issuance of tickets on the parking lots managed by Fertagus.

The application of the General Conditions of Carriage is carried out without prejudice of the terms provided by Law, applicable to Fertagus’s operation, concerning the Transport Contract.

Furthermore, this document does not invalidate the consultation and compliance with the Regulation of the Parking Lots, available for consultation on the ticket offices or at www.fertagus.pt, in case the use of the Fertagus parking lots is observed.

Fertagus undertakes to carry out the Transport, provided that the following conditions are cumulatively observed:

The Customer accepts the provisions on the General Conditions of Carriage and on the other applicable laws.

The transport is possible with the means which were made available and provided in compliance with the Concession Contract to answer the service needs on normal operation conditions.

The Transport is not prevented or interrupted by facts that Fertagus isn’t aware of, cannot avoid or cannot solve.

Fertagus posts, on the information stands on the Stations, its trains schedules, and on the information stands on the stops near the Stations, the schedules of the Sulfertagus Service buses. Furthermore, these information are made available at www.fertagus.pt.

The schedules disclosed are applicable to the normal circulation conditions.

Fertagus ensures the compliance with the established and disclosed schedules, except if the Transport might be prevented or interrupted by facts that Fertagus isn’t aware of, cannot avoid or cannot solve.

Fertagus issues delay justifications whenever requested by the Passenger within 5 (five) days from the occurrence, when the delays are equal or greater than 5 minutes, on the Fertagus ticket offices.

On all Fertagus ticket offices, a place where the public service aiming for the offer of products and services is carried out, and on the Customer Service Office, there is a Complaints Book and forms for Customers’ messages, which shall be provided accordingly to the Law, within the hours of operation of each ticket office and of the Customer Service Office.

The Customers can register their complaints on the Complaints Book, accordingly to the Law.

Furthermore, a form for messages registry is also available at www.fertagus.pt and on the Fertagus ticket offices.

Fertagus ensures the sale of transport and parking tickets, accordingly to Tariff duly approved and disclosed at the stations and at www.fertagus.pt, which, accordingly to their nature, use different type of supports:

6.1 Type of supports

a)    Viva viagem

It means the electronic card which allows the load of Simple and Pre-Purchased Tickets of the same Type/Origin/Destination/Tariff and zapping units.

The contactless Viva Viagem Cards have an established cost on the Tariff in force, being required for the use of the service by users of simple and pre-purchased tickets sold by Fertagus.

The Viva Viagem Cards are valid for loading, within a year after its purchase. These are reusable cards and they may be loaded/validated on Operators with contactless ticket offices.

During the warranty period of 1 year, the entity where the Viva Viagem Cards were purchased, undertakes to carry out its free replacement if they stop working due to malfunction.

When the period of loading validity of 1-year ends, the Transport Tickets contained in the card may be used.

b)    Lisboa Viva Card

It means the personal and non-transferable card, equipped with contactless technology, which enables the access to the use of the transport of several transport operators on the Metropolitan Area of Lisbon. This card allows the load of transport tickets of each Operator and combined tickets up to 4 contracts.

The Lisboa Viva Card has a “chip” and an antenna which good operation depends essentially on the preservation care. The card’s holder undertakes to ensure this basic care, namely by not subjecting the card to: torsions or bends, high or low temperatures, sticking or peeling of other products which are not a “transport seal”, electric or electric magnetic effects, scraping, high humidity levels or all and any mishandle which may affect its operation.

The Lisboa Viva Card has a warranty period of two years from the date of issue. During this warranty period, the entity where the Cards were purchased or one of the Transport Operators where the loading has been carried out shall carry out its free replacement in the case of malfunction.

The prices and issuing rules of the Lisboa Viva cards are announced at www.fertagus.pt.

Within the scope of the previous paragraphs a) and b), the cards which do not show any visible damage, namely cracks, cuts, total or partially displaced chip, bends or other signs of mishandling and misuse are considered defective. The Transport Tickets contained on the defective cards shall be transferred to a new support and the display of the invoice is mandatory. Apart from these situations and when the warranty period ends, the card’s replacement shall be borne by the customer.

Fertagus is only responsible for the delivery of the requested Lisboa Viva Card up to 6 months after its request date. The non-picking up of the card within this period does not imply the refund of the amount paid nor a free issuance of the new card.

The balance of the Viva Viagem Cards and the Lisboa Viva Cards may be consulted on the Fertagus ticket offices or on the Automatic Ticket Machines. On the latter, you shall insert the card on the slot intended for card reading and check the correspondent data on the screen. If you travel, the balance shall be displayed on the validator’s scree at the time of validation of the Transport Ticket.

No matter which contactless card it is, it should not be validated with other electronic cards, for example: Viva Viagem Card with a Lisboa Viva Card.

c)    Caixa Viva Card

It means a contactless card issued by Caixa Geral de Depósitos which grants the passenger the right to travel on a specific chosen route, the normal simple ticket being charged for the origin/destination route taken 48 hours after through the debit of the travel price on the account. The specific user conditions are disclosed at www.fertagus.pt.

d)    Smartphone

It means a mobile phone with an operating system equivalent to a computer, which allows to install and use applications, namely applications which enable the purchase and use of services provided by Fertagus. Furthermore, the ones with NFC are also considered a contactless support and may also be used to load and validate transport tickets.

e)    Magnetic paper card

 It means the support used to load exclusive parking lot tickets.

6.2.                Transport Tickets

a)    Subscription

It grants the Passenger the right to the Transport on a given route, for a period of 31 days after the load or from the end date of the last Contract used, on the Fertagus, Sulfertagus or Parking Lot Services.

The Subscriptions are loaded on the Lisboa Viva Card or on a smartphone with a transport application to which Fertagus has adhered.

The Customer that holds a Subscription may add a complementary route to the Fertagus Service to anticipate or extend their trip, acquiring a complementary route, exclusively sold by Fertagus, whenever they use the Lisboa Viva Card.

b)    Combined pass

It grants the Passenger the right to the Transport on a given route, on the engaged Transport Operators, for a period of 30 days after the load or from the end date of the last Contract used.

The combined passes are loaded on the Lisboa Viva Card or on a smartphone with a transport application to which Fertagus has adhered.

The Customer that holds a Pass may add a complementary route to the Fertagus Service to anticipate or extend their trip, acquiring a complementary route, exclusively sold by Fertagus, whenever they use the Lisboa Viva Card.

c)    Simple Ticket

It grants the Passenger the right to a Trip on the Fertagus or Sulfertagus Service.

The simple tickets can be loaded on contactless supports or smartphone.

The Fertagus tickets have a maximum duration of two hours between a Fertagus origin and destination.

The Sulfertagus tickets enable one trip on Fertagus and two trips on a Sulfertagus bus associated to the station of origin and another on a Sulfertagus bus associated to the station of destination, if the Sulfertagus Service is available on those stations. The trips have a maximum duration of two hours and thirty minutes for the total trip (bus + train + bus). After its validation, the tickets have a maximum duration of one hour to carry out the transhipment between the train and the Sulfertagus Service bus and vice-versa.

d)    Pre-purchased Ticket

CIt corresponds to the load of simple tickets in 5 or 10 units, receiving a quantity discount, on the Fertagus Service, 5 or 10 trips or SulFertagus exclusively with 10 Trips.

The Pre-purchased are loaded on contactless Viva Viagem Cards and each Pre-purchased has the same characteristics as a simple ticket.

e)    Complementary Route

The Customer that holds a combined Pass or Subscription may add a complementary route to the Fertagus Service to anticipate, complement or extend their trip, acquiring a complementary route. This complementary route is valid for two hours, after its purchase, for the route for which it was sold. It may only be loaded on the Fertagus ticket offices and automatic machines, on a Lisboa Viva Card, and the price corresponds to a Fertagus simple ticket for the chosen origin/destination/tariff.

f)     South Ticket

It grants the passenger the right to travel exclusively on SulFertagus buses, being valid for the circulation for which it is sold, in paper support.

g)    Group Ticket

This ticket aims to be simultaneously used by a group of people. It allows to load the number of trips equivalent to the number of people of the group, to a minimum of 3 and a maximum of 10, on a single Viva Viagem support for the entire group.

h)    Caixa Viva Bank Card

It grants the Passenger the right to travel on a specific chosen route, being charged the price correspondent to the simple ticket, normal tariff, for the origin/destination route taken 48 hours after, through the debit of the price on the account.

 The specific user conditions are disclosed at www.fertagus.pt.

i)     Zapping

It grants the Passenger the right to travel on a specific chosen route, provided that zapping units on the same or superior amount to the simple ticket, normal tariff corresponding to the origin/destination route taken were loaded and validated.

The specific user conditions are disclosed at www.fertagus.pt.

Zapping is a pre-paid transport ticket that may be loaded on Viva Viagem and Lisboa Viva cards or smartphone.

j)     Transports application to which Fertagus has adhered

It grants the Passenger the right to travel on a specific chosen route, provided that the trip is started and ended on the application, and the amount commercially defined by Fertagus is deducted, accordingly to the commercial conditions of the product disclosed at www.fertagus.pt.

Furthermore, for each application, the pre-load of transport tickets made available may be carried out.

The user conditions and requirements of each application to which Fertagus has adhered are also disclosed at www.fertagus.pt.

k)    Viva Go

It grants the Passenger the right to travel on a specific chosen route, provided that the Lisboa Viva Card is validated with the active Viva Go contract, being charged the price correspondent to the simple ticket, normal tariff, for the origin/destination route taken.

The specific user conditions are disclosed at www.fertagus.pt.

6.3.                Parking lot tickets

Any parking ticket may be sold on the outdoor or indoor parking lot, accordingly to the tariff in force.

The train customers that do not have the Parking Lot included on the Transport Ticket and occasionally use the Parking Lot pay as a Simple Ticket’s Customer. This payment is exclusively available on the automatic ticker machines.

Whenever the periods of 24 consecutive hours parking associates to the tariffs paid on parking tickets combined with train are exceeded, the applicable tariff on the following periods is equivalent to the parking ticket combined with a simple ticket. In the case of the pre-purchased tickets, the Customer may opt for its recharge.

The first hour and a half is free, and the Customer may have a tolerance of 30 minutes regarding the length of stay correspondent to the payment carried out, to leave.

Fertagus may define specific conditions for the purchase of parking tickets available or supress the sale of some, namely in the case of excessive demand given the available supply, which information shall be previously disclosed.

a)    Exclusive Parking Ticket - Daily rate

It grants the respective holder the right to park on the Parking Lot for a certain period and through the payment of the correspondent hourly fee up. This ticket shall be paid on the automatic machines.

b)    Pre-purchased exclusive parking tickets

It grants the respective holder the right to 5 or 10 entrances on the Parking Lot for a period of 24 consecutive hours. When the period of 24 hours ends, in case the Customer does not have enough pre-purchased tickets to deduct the exit, the amount to pay is due accordingly to the tariff of simple tickets combined with parking, for periods of 24 consecutive hours. Alternatively, you may recharge pre-purchased exclusive parking tickets. In case the Pre-purchase exclusive parking Customer has enough tickets, the periods of 24 consecutive hours shall be automatically deducted on the exit validation.

c)    Simple Combined Tickets - Train and Parking

The Fertagus combined tickets with parking are valid for the use of the train and parking lot chosen. The parking lot may be: Indoor or outdoor parking lot of each station, with different tariffs.

It grants the Customer who holds this Transport Ticket, the right to park on the Parking Lot, for a period of 24 consecutive hours after the entrance on the Parking Lot.

d)    Parking Pass

It grants the Customer the right to park on the parking lot for a period of 30 days.

e)    Parking Subscription

It grants the Customer the right to park on the parking lot for a period of 31 days.

The use of the Fertagus Service or the Sulfertagus Service may be carried out exclusively by holders of a valid transport ticket, that is, with the entrance and exit validation executed (the latter when mandatory), whatever the support used, valid for the route to take and the correct tariff.

The validation of the transport ticket is mandatory before any trip and the ticket is only valid after its validation on the existent validators on the station or buses or after the entrance validation (begin trip) on a transport application to which Fertagus has adhered.

The Passenger should keep their Transport Ticket in good usage conditions and keep it during the entire Trip.

The use begins with the entrance on the access channels to the Stations or with the transposition of the entrance door of the trains and buses accordingly to the delimitations of the existent access and exit channels on the different locations. The access and exit channels are delimited by the line defined by the existent validators on the Station’s atriums or by fixed devices aimed to control the entrances and exits or also by any type of appropriate signage for the purpose.

The validation is carried out by touching the contactless support to the validator, without crossing the yellow line on the floor, if the validators are placed on the access doors. After the card reading, the validator shall beep or show a green light which implies the unload of the correspondent trip and enables the door opening for using the service, and it is then possible to move forward (continuously and without forcing the equipment). If the doors do not open, you should check the message shown on the validator. On all Stations with Access Doors, there are special channels for people with reduced mobility (the elderly, pregnant ladies, small children, babies or baby strollers, wheelchairs, great volumes). On the Open Stations there are validators near the ticket offices, Platforms or Automatic Machines. On the SulFertagus buses, the validation should be carried out on the existent validator near the driver if using a Lisboa Viva or a Viva Viagens Card.

The validation may also be carried out on transport applications through the “begin trip” action.

The Customers, holders of a Combined Pass or Subscription, that before travelling report to the Fertagus employees that, by mistake, they do not have their Combined Pass or Subscription that would be valid for such trip, should purchase a Transport Ticket on the Ticket Office which invoice should be signed by the Fertagus employee that sold it, with the registry of the hour, date and complete identification of the correspondent buyer. This invoice, together with the Combined Pass or Subscription, can be displayed on a Fertagus ticket office up to five business days since the purchase and validation of the Simple Ticket and the travel amount shall be reimbursed, of which shall be deducted the amount determined on the tariff in force and correspondent to an administrative tax.

Whenever a Passenger travels on Fertagus trains or on the Sulfertagus Service without a valid Transport Ticket, the Fertagus employees acting as inspectors or any Authority Agent in operation may ask the Passenger to leave the train or bus, on the next Station or stop, without prejudice of the correspondent registry of the Official Report and the payment of a fine applicable, accordingly to point no. 13.

The loss, destruction, seizure, misplacement or renovation of the contactless support used to load the transport ticket doesn’t grant the Passenger the right to any indemnity or free replacement, implying the immediate cession of the Transport Contract. Nevertheless, in the case of Passes or Subscriptions purchased on Fertagus, loaded on a personal and non-transferable support (Lisboa Viva Card) and accordingly to the recurrence of this kind of occurrences, Fertagus may accept the load of a duplicate of the Pass or Subscription on the Customer Service Office of Pragal.

The transport and parking tickets can be purchased on the Ticket Offices, on the Automatic Ticket Machines available on the Stations, on board of the SulFertagus Buses, on the Multibanco network, through the Viva Portal, through the Caixa Viva Card validation or through the validation of entrance and exit on the transport application to which Fertagus has adhered or of a Viva Go contract, therefore formalising the entering of the Transport Contract. Each equipment or sales channel sells a specific set of Tickets.

The sale and payment of the Transport Tickets and Parking Tickets are available on the Fertagus Stations during the hours of operation of each sales channel.

8.1.                Sales channels

The following sales channels for the purchase/reload of transport tickets on Fertagus are available:

a)    Fertagus ticket offices

Fertagus has operational ticket offices on the following Stations: Setúbal, Pinhal Novo, Coina, Fogueteiro, Foros de Amora, Corroios, Pragal, Campolide, Sete-Rios, Entrecampos and Roma Areeiro.

The hours of operation of the ticket offices are duly posted on their exterior and disclosed on the website www.fertagus.pt. The ticket offices sell all transport and parking tickets, except the south ticket. As payment methods are accepted cash and Multibanco (when available).

The Customers should, when purchasing the Transport Tickets, act in good faith, not giving, whenever possible, as payment method, banknotes on unproportionate large amounts regarding the price of the Transport Ticket to be acquired.

The Customers are responsible for checking if the requested ticket was effectively the one sold and loaded, through the invoice issued, as well as checking the change received on the sale act. The Customer is responsible for providing the tax identification number before the invoice issue.

The elderly, pregnant ladies, disabled or incapacitated people or the ones carrying babies have the right to priority service on the ticket offices.

The purchase of the Combined Train and Parking Ticket, when carried out on that day, always implies the delivery of the entrance ticket of the Parking Lot on the Fertagus Ticket Office. The purchase of these combined tickets may be carried out on the ticket office or on the automatic ticket machine. When the purchase is not combined, the parking payment may only be carried out on the automatic ticket machines.

b)    Automatic Ticket Machines

Fertagus has automatic ticket machines on all stations, available for payment during the hours of operation of the station, posted on its exterior. Cash and multibanco (when available) are accepted.

The Automatic Ticket Machines only accept banknotes for the purchase of a Transport Ticket which amount allows the return of a change lower than 10€ (ten euros). The banknotes accepted by the machines are thereby indicated. When the Customer holds a loaded and operational Subscription or Combined Pass, the reload on the Automatic Ticket Machines can be executed 15 days before the end of the validity of the active ticket.

The sale of a reduced tariff on the automatic ticket machines may be conditioned, on certain stations, by the verification of the right of discount by a Fertagus Employee.

Fertagus does not ensure the existence of change on the Automatic Ticket Machines available on the Stations and the Customer is responsible for having the amount needed, namely the type of coin, to use on the purchase of tickets on the Automatic Machines.

The purchase of the Combined Train and Parking Ticket, when carried out on that day, always implies the delivery of the entrance ticket of the Parking Lot. The purchase of these combined tickets may be carried out on the ticket office or on the automatic ticket machine. When the purchase is not combined, the parking payment may only be carried out on the automatic ticket machines.

c)    SulFertagus buses

On the SulFertagus Buses are exclusively sold simple SulFertagus tickets and South tickets.

d)    Multibanco (ATM)

The option of loading Combined Passes and Subscriptions on Multibanco is only valid for the “reload” of passes or subscriptions, that is, the Lisboa Viva Card already needs to have, on the Operator’s sale system, the ticket intended to be loaded via Multibanco.

 The use of LV cards on Multibanco implies its correct state of preservation.

When the Customer holds a loaded and operational ticket, the reload on Multibanco can be executed 15 days before the end of the validity of the active ticket.

The exchange of tickets loaded on Multibanco obeys the rules in force accordingly to point 9.2. of the General Conditions of Carriage.

On Multibanco, you can also load zapping and activate the Viva GO option.

e)    Viva Portal

On this Portal, the Customer can request the Lisboa Viva cards, carry out the load and reload of the transport tickets available on the Portal.

The specific user conditions of the Viva Portal are disclosed at www.fertagus.pt.

The loading option on the Viva Portal implies the initial sign up on the Portal through the Citizen Card, which requires the registry of the address pin delivered with the Citizen Card. Associated to this registry, the Customer is obliged to, on the personal file, fill the electronic address field.

f)     Transports Application

 On the transports applications to which Fertagus has adhered, the transport tickets disclosed atwww.fertagus.pt concerning each application are made available.

8.2.                Invoice issuance

a)    Fertagus’s sale channels

On the sale of transport and parking tickets, Fertagus issues an invoice at the moment of the load and payment of the tickets. If the customer wants an invoice with the tax identification number, it should be requested, on the moment of purchase, before paying.

Only invoices for the total amount of the purchased ticket are issued.

Whenever the load of tickets on the contactless supports is carried out, an invoice or purchase proof is delivered to the Customer that should accompany the contactless support for presentation purposes in case of malfunction of the support, together with the support, therefore avoiding the lack of a valid transport ticket to the Passenger.

b)    Sale channels of other entities (Multibanco, Viva Portal, Transports Application)

On the Viva Portal, the customer can access their invoices directly on the My Viva area, remaining available for the next 5 business days.

Also, through the Viva Portal, you can consult and issue the voices of the loads on Multibanco.

In the case of the Transports Applications, the issuing of invoices shall be defined on the service subscription and may be carried out by the application’s management entity that may or may not be Fertagus.

9.1.                Fertagus Stations and SulFertagus buses

Exchanges and returns of Simple or Pre-Purchased Tickets are carried out if there are alterations on the standard conditions of provision of the Allocated Service, in which concerns the compliance with the displayed schedules or if there has been a manifest and proven mistake by Fertagus on the issuance of the Transport Ticket.

On any of the previous cases, the return request shall be carried out on the station where the purchase was done, within 30 minutes. For this purpose, the presentation of the Transport Ticket’s invoice is mandatory. If the ticket office of the specific Station is closed, the Customer should address the operational station’s employee or contact the Customer Service through the number provided on the station.

The Subscriptions and Combined Passes may be exchanged through the display of the correspondent invoice. If the validity has not yet started, they can be exchanged by another Pass or Subscription, with being charged the service tax displayed on the tariff in force. If the validity has already started, the return of the ticket’s amount deducted from the amount of the daily uses shall be carried out, calculated accordingly to the Daily Utilization Fee. If the return is carried out on the day of load, followed by the load of other Pass or Subscription, no tax shall be charged.

In the case of Subscriptions or Combined Passes purchased on Fertagus which validity has already started, whenever the customer wants to add a South complement or Fertagus Stations, it is possible to do so and the Transport Ticket’s holder shall pay the correspondent price difference and the Complements assumes the validity of the Transport Ticket in use.

9.2.                Multibanco (ATM)

If the validity of the loaded ticket has started, the rules mentioned on the previous point are applied.

If the validity has not yet started, the amount of the ticket, with the commission charged by SIBS refunded to the Operators for the operation’s execution.

In the case of card retention on Multibanco, the customer must always pay a new card, aiming to solve their problem. Nevertheless, if it is proven that the retention was due to a technical problem concerning SIBS, the customer may be refunded by Fertagus for the amount spent on the purchase of the new card and for the transport expenses.

Whenever, due to any problem on the Multibanco load, the customer travels to a Customer Service Office of the Transport Operators, he/she shall bear the correspondent transport and new card expenses (when necessary), which may be refunded by OTLIS, depending on the analysis of the situation, that is, if SIBS is responsible for the occurrence. For this purpose, the Customer shall file a claim, address to OTLIS, which shall answer to the Customer.

9.3.                Viva Portal

The Portal allows to cancel a sale, if the time limit has not yet reached the 30 minutes after the load and if it corresponds to the last reading/writing operation on the card. From that moment, the load can only be cancelled on the Customer Service Offices of the Operators, applying the rules defined on point 9.1.

The applicable Tariff to the Transport and parking Tickets, as approved by the competent entities, as well as the Viva Viagem and Lisboa Viva cards’ tariff is posted on visible places on the information stands on the Stations and at  www.fertagus.pt.

The loaded and non-used tickets on the Viva Viagem Cards, previous to an increase of tariff, may be used during the new tariff in force.

Other specific or promotional conditions of the transport tickets are available for consultation at www.fertagus.pt.

Fertagus may also practice discounts on the price, according to the number of trips, day, sale channel used, a certain Customer segment or promotional campaigns on previously disclosed dates and conditions. 

The Passengers that, accordingly to the Law and pursuant to agreements entered with Fertagus, are entitled to free transport may benefit from these special conditions on the purchase of the Transport Ticket, pursuant to the provisions of the following numbers, provided that they hold the document that identifies the situation and proves such right.

To the non-compliance of the provision on the previous point is applied the same regime applicable to the Passengers with no valid Transport Ticket.

The provisions of the previous points are not applicable to those who, on the performance of public functions of supervision of the railway transport activity, criminal investigation or order keeping or public security, need free access to the transport.

The Passengers that, accordingly to the Law and pursuant to agreements entered with Fertagus, are entitled to transport with discount may benefit from these special conditions on the purchase of the Transport Ticket, pursuant to the provisions of the following numbers, provided that they hold the document that identifies the situation and proves such right.

To the non-compliance of the provision on the previous point is applied the same regime applicable to the Passengers with no valid Transport Ticket.

The children younger than four years old, when accompanied by a Passenger holder of a valid Transport Ticket, may travel free of charge.

AThe children between 4 and 12 years old (inclusive) are entitled to a discount up to 25% of the Transport Ticket’s amount, through the display of the correspondent valid Identification document.

The Passengers with 65 years old or older are entitled to a discount up to 25% of the Transport Ticket’s amount, through the display of the correspondent valid Identification document. 

The retired/pensioner Passengers, whose household income is equal or lower than the minimum national monthly salary are entitled to a discount up to 25% of the Transport Ticket’s amount, through the display of a Statement issued by the competent entity which proves the current gross amount of the reforms, pensions or correspondent monthly wages and of a statement of the Parish Council of the Passenger’s residence area which proves the household composition.

The Middle and Secondary School Students, between the ages of 4 and 18 years old, are entitled to a reduction of the ticket’s price, through the display of the School Pass 4_18@escola.tp, purchased on the Transport Operators through the display of the statement issued by the educational establishment which proves the enrolment, only valid for the purchase of Subscriptions and Combined Passes. This information does not waiver the consultation and full acceptance of the General Conditions of Use of the Customers’ Identification Card for Transports of the Lisbon Region.

College Students, 23 years old or younger, are entitled to a reduction of the ticket’s price, through the display of the School Pass sub23@superior, purchased on the Transport Operators through the display of the statement issued by the educational establishment which proves the enrolment, only valid for the purchase of Subscriptions and Combined Passes and for the adherent College Education Establishments. This information does not waiver the consultation and full acceptance of the General Conditions of Use of the Customers’ Identification Card for Transports of the Lisbon Region.

The Passenger should show their Transport Ticket whenever asked to do so. In the case of deterioration or dematerialisation of the ticket, during the trip, the Customer can show the invoice to the Inspectors, only justifying the trip at stake.

The Inspectors may ask the Passenger for their civil and tax identification, which is carried out through the display of the Citizen Card or other authentic documents which allow the civil and tax identification. Whenever the display of the civil and tax identification is not possible, the Inspectors can require the intervention of a police agent to proceed to the identification.  

The offenses practised on the collective passenger transport systems on urban and regional routes up to 50 km are charged with a fine on the minimum amount of 120€ and maximum amount of 350€. If the offense is deemed light, the minimum and maximum amounts suffer a reduction of 75% if it is the first offense practised and 40% in the case of recidivism.

13.1. As a severe offense are considered:

a)       The lack of a transport ticket;

b)      The refusal to show the transport ticket;

c)       The use of a transport ticket invalid for the bus, route, area, line, train or class in which the Passenger is travelling;

d)      The use of a transport ticket without validation on the entrance of the transports systems, if it is required, except on the provision on paragraph a) of 13.2.

e)      The use of a transport ticket which validity period has expired;

f)        The use of a transport ticket entitled to a price reduction, without proving the right to this reduction;

g)       The use of a nominative transport ticket which doesn’t belong to the Passenger;

h)      The use of a nominative transport ticket which doesn’t contain one of its constituent elements or with elements that do not correspond with each other;

i)        If the transport ticket or correspondent electronic registry is altered or defective. As such are considered all the ones which characteristics are altered;

j)        The use of a nominative transport ticket which signing number is missing from the transport seal or when its registry does not correspond to the card number.

13.2. As a light offense are considered:

a)    The use of a transport ticket without validation on the entrance of the transports systems, if it is required, regarding monthly subscriptions and passes, 30 day passes or occasional transport tickets non-validated through the second boarding of the same trip;

b)    The use of defective nominative transport ticket which, due to its preservation status, does not allow the verification of the correspondent identification or validity.

The provisions observed on paragraphs f) to j) of 13.1 and on paragraph b) of 13.2 imply the immediate seizure of the Transport Ticket by the Inspectors.

When the Inspector, performing is duties, detects an offense provided on the previous paragraphs, he/she shall draw up the official report. The misdemeanour agent is notified of the offense and penalty charged at the moment of the act, through the delivery of the notice of fine’s voluntary payment.

The refusal of notice reception does not prejudice the conduct of proceedings. The misdemeanour agent can carry out the fine’s voluntary payment immediately to the inspector or within 15 business days on a Fertagus ticket office. In such cases, the fine is settled for its minimum amount, with a 50% reduction. They may also submit, within 15 business days, a written defence address to Fertagus, which shall answer within 15 business days. The fine’s payment or the favourable decision of Fertagus determines the abandoning of prosecution. The non-payment or the rejection of the defence submitted determine the sending of the official report or defence, if it exists, to the finances service on the tax area of the respondent for the establishment and order of the offense proceeding.

The Passengers may carry, on the wagons, hand luggage and personal use portable objects as long as their dimensions don’t individually surpass 100 cm x 60 cm x 30 cm.

The Passengers are responsible for the care and surveillance of their hand volumes and of their pets and correspondent assistance.

The Passengers may transport, free of charge, pets, as long as they are duly enclosed on an appropriate container that can be transported as hand volumes.

Each passenger cannot transport more than one contained with pets, on the conditions mentioned on the previous number.

It is also possible to transport non-enclosed dogs out of peak time, as long as they do not fit into the dangerous or potentially dangerous breeds category, are duly muzzled, on a short leash and with the correspondent update Vaccination Record and license.

On the terms of the previous number, only the transport of one dog is allowed by passenger.

It is also possible to transport, free of charge, assistance dogs, accompanying people with visual, hearing, mental, organic or motor impairments. The assistance dogs should visibly transport a batch issued by a national or international assistance dogs’ training establishment, which shall assume an official character and identify the dog.

The dangerous and potentially dangerous dogs, as defined on a specific legislation, cannot be carried on public transports.

Fertagus collects the lost objects, storing them for a thirty-day period, which can be claimed on any station, where the data on the collection and picking up location is provided.

TAll the documents are delivered to PSP (Public Security Police), which list may be consulted online at www.perdidoseachados.mai.gov.pt or on the closest police station.

When the object was not claimed and the above-mentioned period ends, Fertagus reserves the right to proceed to its sale in public auction, with a prior warning on one of the most read regional newspaper and with a prior notification to the holder, if their identification and address is known.

In the case of goods subject to a quick deterioration, the period mentioned on number one is reduced to 24 hours and its sale is carried out with no prior warning or notification.

In the case of animal abandonment, these shall be forwarded to the Collection Centre of the destination area.

The delivery of any lost element or the information of its location can only be executed after its presence has been undoubtedly shown, through a detailed description of the lost and found object by the claimant.

If Fertagus, as depositary of lost and found objects, knows or suspects that a lost and found object derives from a crime, they shall immediately report the deposit to the person robbed or, if their identity is not known, to the Public Prosecution, pursuant to no. 3 of article 1192 of the Civil Code.

The transport of bicycles on Fertagus trains are allowed, every day of the week, except when a massive accumulation of Passengers, either on the platform or inside the train, is observed. On the latter, the bicycle users shall wait for the end of Passenger accumulation and respect the indications provided by the Fertagus staff for this purpose.

The transport of bicycles is free of charge.

Only two bicycles may be transported on the wagons identified for this purpose and each Passenger can only transport one bicycle.

The transport of bicycles should be done in order not to block the doors or hindering, in any way, the entrance and exit of Passengers and the Passenger who transports the bicycle should accept the recommendations and indications provided by the Fertagus Employees for this purpose and on the identified spaces for its placement inside the wagons.

The Passengers cannot ride a bicycle or any other velocipede inside the infrastructures and they also cannot use the mechanical stares and elevators on the Stations for its transport.

The Passengers are responsible, on all legal terms, for all the damages caused by their correspondent bicycles on the respective transport.

PFor the purposes of these General Conditions of Carriage, the motor velocipedes, motor scooters or other locomotion means are not equivalent to bicycles.

Whenever the disabled people and people with reduced mobility need assistance to carry out a train trip for which they have purchased or intend to purchase a transport ticket, they can contact Fertagus through the free hotline 800 127 127 (between 5 A.M. and 2 A.M.) or through the standard form on the website www.fertagus.pt or through the email info@fertagus.pt, at least 48 hours before, receiving from Fertagus the MoRe Service.

The Passenger should report the trip’s day and hour, as well as the boarding and disembarking station and a contact phone number.

This is a free service which allows the support to wheelchair boarding and disembarking, available for all Fertagus stations.

Regardless of obligation of a prior notice for the use of this service, Fertagus shall perform all the possible diligences to provide the necessary assistance so that the disabled person or person with reduced mobility can travel.

Fertagus allows the transport of manual or electrical wheelchairs, provided that they do not surpass the measurements of 1200mmx700m and the maximum weight of 300kg (including the passenger).

Any other type of transport vehicle for people with reduced mobility shall be analysed individually.

The use of this service implies the acceptance of the guidelines provided by Fertagus Employees for the use of the appropriate wheelchair boarding and disembarking places.

The access to the Fertagus railway and road transport services implies the compliance, by the passengers, of the provisions of the current law, consulted at www.fertagus.pt, the current provisions applicable to these services, on these General Conditions of Carriage and of the instructions provided by the operational Fertagus employees.

Without prejudice of these General Conditions of Carriage and of the law, the Passengers are obliged to:

Hold a valid Transport Ticket, duly validated before any Trip, pursuant to Point 7 of the General Conditions of Carriage and keep it from the entrance on the Limits of the Boarding Platform of a Station until the exit through the exit channels of another Station.

Display the valid Transport Ticket and, in the case of Reduced Tariff, the correspondent proof documents, to the Fertagus Inspectors, whenever asked.

The non-compliance with the provisions on the previous paragraph imply the application of the regime established on point 13 of the General Conditions of Carriage.

When using the station’s access doors, controlled by validators, you should:

a)    Never cross the yellow line on the floor before validating.

b)    Touch the support with the transport ticket to the red circle on the validator and wait for the card reading, without crossing the yellow line.

c)    The validator shall beep and show a green light on the screen indicating that the Ticket is valid, and you can now move forward.

d)    For pregnant ladies, children, transport of hand volumes or people with motor disabilities, the Reduced Mobility Access Doors should always be used.

e)    Safely monitor and stowage your hand volumes, bicycles and pets.

The Passengers cannot:

Use the Alarm Signal in cases of no eminent danger.

Use the emergency devises in unjustified situations.

Enter or exit the wagon after the beep that announces the door closure or whenever, by a beep or equivalent means, this is determined.

Enter the wagons without letting all the Passenger who want to exit pass.

Get close to the platform edge when another train is coming and, in any case, cross the limit set on the boarding platform before the train’s arrival.

Occupy the seats reserved for Passengers with Reduced Mobility, pregnant ladies and people carrying children, except when these are not manifestly necessary for this purpose.

Occupy any reserved seat or compartment for which they are not entitled or occupy more than one seat.

Open the exterior doors while at movement or prevent their closure after the door closure beep.

Throw any objects outside of the wagons.

Put heavy or dirty volumes or the feet on the seats.

Perform any activity or provide services with no prior authorization by Fertagus.

Collect money, organize collections, collect signatures or make inquiries when not authorized by Fertagus.

Perform any type of advertisement, distribute or affix posters, leaflets or other publications, as well as film or photograph the Fertagus sale equipment with no authorization.

Transport pets or assistance animals that breach the conditions established on these General Conditions of Carriage.

Enter into forbidden compartments or spaces of private access.

Stain the wagons or seats.

Transport guns that are not permitted by law, except in the case of authority agents.

Transport explosive substances, including pyrotechnic materials, highly inflammable, corrosive or radioactive substances.

Transports volumes that, due to their nature, shape, dimension or smell, may disturb the other Passengers or damage the Rolling Stock.

Use sound devices or make noise that disturb the other Passengers.

Smoke inside the Train or Bus, as well as on the places where it is prohibited.

Eat or drink inside the Trains or Buses.

Destroy, damage, disable or misuse the existent equipment on the Infrastructures of the Stations, Trains and Buses.

Sit on the stairs inside the train or on infrastructures related to the Allocated Service.

Practice illegal games inside the trains, buses and infrastructures related to the Allocated Service.

Enter the stations, trains or buses while drunk or after taking narcotic drugs.

Abandon any objects inside the trains, buses or on the infrastructures related to the Allocated Service.

Generally, practice acts or say things that disturb the services’ good order or bother the other Passengers inside the trains, buses and on the infrastructures.

The Passengers should respect the instructions provided by the Fertagus Staff, in the scope of the exercise of their duties.

The Inspectors and the Fertagus Staff, in strict compliance with the correspondent legal competences, should act in order to prevent and correct conduct situations that undermine or interfere with the good operation of the allocated service and, whenever necessary, namely for purposes of making the offenders leave the train or bus, resort to the police authority.

The Passengers, whose train or bus exit was determined on the terms of the previous paragraph, are not entitled to any refund of the Transport Ticket’s price.

Fertagus is, pursuant to the law, responsible for the service it provides, namely before the Passengers.

To exclusively access the commercial area or cross the station (when applicable) or for access to holders of valid CP tickets for the regional or commuter service, an access ticket should be mandatorily printed on the printers signalled for this purpose and validated on the station’s turnstiles to enter and exit the closed area.

After the ticket is printed, the Customer shall have 15 minutes to enter. After the validation on the turnstile, the Customer shall have 1 hour to exit. The exit may be carried out through the same turnstile or through another, in case there is any. The ticket is cancelled after the exit.

Customers with reduced mobility or those who transport volumes should request assistance to the commercial staff or station security guards to enter or exit.

The Customers that are detected on the closed commercial area with no transport ticket or without the above-mentioned ticket are considered Passengers with no transport ticket and the provision of point 13. of the General Conditions of Carriage is applied.

Within the use of the Allocated Service, Fertagus recommends the following to their customers:

In Fertagus:

Do not cross the yellow line on the platform.

Give preference to the elderly, pregnant ladies, disabled people or people carrying small children.

Always circulate on the right on the escalators.

When travelling with small children, always hold their hands.

Avoid gathering by the doors, facilitating the entrances and exits.

When travelling by train, do not lean on the doors or sit on the stairs.

Be aware of wet or irregular floors. Avoid the risk of falling.

On the train entrances and exits, be aware of the distance between the platform and the train door.

Hold on tight when you travel standing.

In the morning, take your breakfast, avoiding the risk of hypoglycaemia.

Do not try to enter or exit the vehicle when the doors are moving.

If you have any problem purchasing your transport ticket on an automatic machine, you should contact our Customer Support through the phone number 707 127 127 or 211 066 363.

Always validate your transport ticket before travelling.

In SulFertagus:

When you are on the stop and intend to enter the upcoming bus, make a stop sign to the driver.

Give preference to the elderly, pregnant ladies, disabled people or people carrying small children.

When travelling with small children, always hold their hands.

If possible, facilitate the change to the driver.

Hold on tight when you travel standing.

Always validate you transport ticket on the existent validators inside the vehicles.

When entering a vehicle, move to the back in order to keep the entrance area and corridor clear.

In the Parking Lots:

Do not park the vehicle on reserved spaces or on spaces identified by a plate.

Respect the road signage existent, the wrong-ways, the change of directions, among others.

Do not park the vehicle on circulation corridors, ramps, accesses or other place not duly delimited for this purpose.

Do not occupy more than one parking space.

Do not leave any valuable objects visible on the vehicle as Fertagus is not responsible for damages or thefts on the vehicles.

If you are entitled to priority parking, you should visibly place the label on the dashboard or go to a ticket office.

In the case of emergency, you should:

On the train:

Activate the alarm signal in situations of eminent danger and inform the machinist. In situations when you cannot communicate with the machinist, you may call 800 127 127.  

Even though the wagons have an anti-entrapment systems on the door, in case of need you should activate the manual command to open the doors.

Remain calm and wait for more information.

Obey the instructions of the operational staff trained for this purpose. 

In the station:

Address the staff or call 800 127 127.

Remain close to the others, do not isolate yourself.

Remain calm and wait for more information.

Do not scream or run.

Follow the evacuation paths and emergency exits.

Obey the instructions of the operational staff trained for this purpose.

Do not use the elevators in the case of fire.

In the parking lots:

Address the staff or call 800 127 127.  

Remain calm and wait for more information.

Do not scream or run.

Follow the evacuation paths and emergency exits.

Obey the instructions of the operational staff trained for this purpose.

Do not use the elevators in the case of fire.

On the Sulfertagus bus:

Always follow the driver’s instructions.

If needed, use the side windows as emergency exists. To break the windows, use the red hammers on the side.

In the case of consumer dispute, the consumer shall resort to the following entity of alternative resolution of consumer disputes:

Arbitration of Consumer Disputes Centre of Lisbon:

Telephone: 218807030, email: juridico@centroarbitragemlisboa.pt

To be updated and learn more, consult the Consumer Portal at www.consumidor.pt.