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Terms of Use

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Mila van Gaiyo

Table of Contents

Gaiyo B.V. (hereinafter: “Gaiyo”) operates the Gaiyo app, a mobile application that allows registered customers (in summary) to plan transportation and purchase mobility services from affiliated mobility partners, when these mobility services are available and/or fit within the subscription taken out. Gaiyo applies these Terms of Use (hereinafter: “Terms of Use”) in this regard. By creating an account and/or using the Gaiyo app, you agree to the applicability of these Terms of Use.

Address: Bolderweg 2, 1332 AT Almere, Netherlands
Tel: +31 (0)88 5272850
Email:
Chamber of Commerce number: 57152020
VAT number: NL852459075B01

PART I: GENERAL SECTION

Article 1. Terms

The terms defined below are capitalized in these Terms of Use and have the following meanings in these Terms of Use.

Account: the User’s account within the Gaiyo app, which the User can access using their login details (the email address/username and password registered with Gaiyo). The Account enables Gaiyo to make bookings, reservations, and payments with the various affiliated Mobility Providers.

Contract: any agreement concluded between Gaiyo and the User, whereby the User can use the Gaiyo app. The Contract is created in any case by creating an Account and accepting the Terms of Use.

Fraud: manipulation as well as any act or omission aimed at manipulating Gaiyo or spending the Travel Credit in any other way.

Gaiyo app: The Gaiyo app, owned by Gaiyo B.V., can be downloaded from Google (Google Play) and Apple (App Store) app stores. See also www.gaiyo.com.

Use: the use of the Gaiyo app, including making a Reservation and actually using a mobility service.

Gaiyo card: an OV-chipkaart issued to a Business user, where applicable as part of the Gaiyo app. The OV-chipkaart is issued by Trans Link Systems B.V. When you receive the OV-chipkaart, Trans Link Systems B.V. enters into a user agreement with you. This user agreement is subject to the Terms of Use (for the use of the) OV-chipkaart of the aforementioned issuer.

Business user: A natural person who creates an account through their employer and who is successfully and properly registered with Gaiyo.

Private user: A natural person who is successfully and properly registered with Gaiyo and has entered into a valid Contract with Gaiyo, thereby becoming a customer of Gaiyo.

User: A Private user or Business user.

Mobility providers: Providers of mobility or facilities for this purpose, such as shared bicycles, shared cars, public transport, parking, etc., with whom Gaiyo has entered into an agreement to offer mobility services via the Gaiyo app. The Mobility Providers currently affiliated are specified in more detail in these Terms of Use. The Mobility Providers are subject to change and an up-to-date list can be found at www.gaiyo.com or requested from Gaiyo.

Force majeure: A circumstance that cannot be attributed to fault, and/or that is not attributable to Gaiyo under the law, a legal act, or generally accepted practice. In addition to what is understood in this regard in law and case law, Force Majeure shall in any case, but not exclusively, include: strikes at Gaiyo, government measures, extreme (weather) conditions, pandemics and/or epidemics (including the Corona/COVID-19 outbreak).

Pilot: a more detailed trial (usually in a specific area and for a number of specified participants).

Privacy Policy: Gaiyo’s policy regarding privacy for the Gaiyo app. For more information about privacy and the privacy policy, please refer to the Privacy Policy, which can be found on the website: http://www.gaiyo.com/privacy/.

Reservation: a reservation, booking, and/or rental of a mobility device through a Mobility Provider, using the Gaiyo app.

Fees: the fee or fees payable for the Use.

Service Center: the help desk for the Gaiyo app, where questions, complaints, and/or comments can be submitted. The Service Center can be reached by email at support@gaiyo.com and during office hours by phone at 0900 662 46 49.

Website: http://www.gaiyo.com.

Artikel 2. Toepasselijkheid en wijzigingen

2.1 These Terms of Use apply to all offers made by Gaiyo, to every Contract, and to all legal relationships (however named) between Gaiyo and the User.

2.2 Gaiyo reserves the right to make changes to the Terms of Use and the rate overview for use with Mobility Providers. Any changes will be communicated to the User as soon as possible via the Gaiyo app. The most current Terms of Use can always be consulted via the Website. By continuing to use the Gaiyo App, the User agrees to the change. If the User objects to the change, the User can terminate the Contract immediately, as a result of which the Gaiyo App can no longer be used.

2.3 These Terms of Use consist of a “GENERAL SECTION” and “SPECIAL SECTIONS.” The SPECIAL SECTIONS apply in addition to the “GENERAL SECTION” if and insofar as it is determined that one or more SPECIAL SECTIONS apply. If and insofar as there is a conflict between the GENERAL SECTION and a SPECIAL SECTION, the provisions of the SPECIAL SECTION shall prevail over the GENERAL SECTION. Several SPECIAL SECTIONS may apply at the same time.

2.4 These Terms of Use have been drawn up in the Dutch language. If the Terms of Use are translated into another language, the Dutch text shall be binding.

Article 3. The Gaiyo app

3.1 The Gaiyo app serves as a means of access for reserving and renting services through affiliated Mobility Providers, insofar as this is technically possible.

3.2 The means of access for Mobility Providers (and their shared transport) is the Gaiyo app, which requires logging into the Account.

3.3 In order to use the Gaiyo app, the User must have a mobile phone that meets the technical requirements for the Gaiyo app. When downloading the app, the mobile phone is automatically checked to see if it meets the necessary requirements. Gaiyo does not guarantee compatibility. The User is responsible for ensuring that mobile data communication is possible. The User is responsible for any mobile data costs incurred by the User through the use of the Gaiyo app.

Artikel 4. Registratie en Account

4.1 To use the Gaiyo app, you must create an account.

4.2 For a Business user, after logging in for the first time, their business account will be linked to the information already provided by their employer.

4.3 The User must keep his login details strictly confidential and personal. Gaiyo assumes that everything that happens on or with the User’s account is done by the User or under the supervision and/or responsibility of the User. The User shall never resell, transfer, lend, or otherwise allow third parties to use their account, username, or other account-related rights.

4.4 The User is, to the extent possible under mandatory law, liable for all damage caused by the loss of the means of access, in particular if this has enabled theft, damage, or misuse of Mobility Providers.

4.5 If a User suspects or knows that their Account is being misused, the User must report this immediately. The User is also obliged to report any irregularities concerning the account or the Gaiyo app immediately. Reports must be made to the Service Center.

4.6 A Private user must always have a payment account with a bank established in the Netherlands, which allows, among other things, direct debit. Gaiyo may require that the existence of such a payment account be verified through a digital verification process determined by Gaiyo. A Business user may also use this private payment method if his/her employer permits this, in which case he/she must also verify a payment account. In that case, the same payment obligations apply as for a Private user for private trips made.

4.7 The User declares that all information provided or supplied during the creation of an account is correct, accurate, complete, and up to date.

4.8 Users are responsible for updating their account details to ensure they remain correct and accurate. Users must ensure that a working telephone number belonging to them is always registered in their Account so that they can be contacted by Gaiyo (for example, in connection with a reservation).

4.9 Some Mobility Providers require a driver’s license, which Gaiyo will validate. The following applies to these services:

a. Be at least 18 years of age and have held a driver’s license for at least one (1) year.

b. A valid driver’s license for driving a passenger car (B) or a moped (AM);

c. To carry their valid driver’s license with them at all times during Use/rental and to comply with any conditions and restrictions contained therein.

d. Some services require a minimum age of 21 years.

4.10 To activate certain services within Gaiyo, Users who are natural persons must identify themselves with their driver’s license or appropriate identification documents via a digital verification process determined by Gaiyo.

4.11 Gaiyo reserves the right to refuse registration for any reason whatsoever.

4.12 Gaiyo shall determine whether an Account is provided.

4.13 It is not permitted to register multiple times or create multiple accounts, with the exception of if you wish to register as both a Business user and a Private user.

4.14 Gaiyo reserves the right to modify or terminate the User’s access to Gaiyo for any reason, without prior notice, at any time and without liability to the User.

4.15 Gaiyo reserves the right to terminate a Contract for any reason, at any time, and without liability to the User.

Article 5. Application and use of Gaiyo card for a Business user

5.1 Once a Business User becomes eligible for a Gaiyo Card, they can apply for one in the Gaiyo portal. Gaiyo may impose additional conditions in this regard.

5.2 The Gaiyo card is on loan and must be returned to Gaiyo immediately at the end of the Contract in the manner prescribed by Gaiyo.

5.3 The Gaiyo card will be provided with a clear description of how this Gaiyo card can be activated.

5.4 It is possible to request a replacement Gaiyo card. The employer of the Business User will pay a fee per replacement Gaiyo card as an administration cost.

5.5 Upon activation of the Gaiyo card, the Business User accepts the relevant terms and conditions and privacy statement for use of this Gaiyo card;

5.6 After a valid application, the Gaiyo card will be automatically sent to the address registered by the Business User.

6.7 The costs of traveling on credit with the Gaiyo card are entirely at the expense of the Business User’s employer. An employer may choose to charge private trips to the Business User.

5.8 The Gaiyo app displays the trips made with the Gaiyo card in the Gaiyo app;

Artikel 6. Mobiliteitsaanbieders

6.1 Gaiyo uses the (mobility) services of Mobility Providers to carry out Reservations and/or mobility services. Many of these Mobility Providers have their own (general) terms and conditions, and the terms and conditions of the relevant Mobility Providers apply in addition to the Use of the relevant mobility service. Currently, the following Mobility Providers are affiliated with additional terms and conditions, with a link to each Mobility Provider’s terms and conditions (where the terms and conditions can be viewed and downloaded):

By agreeing to these Terms of Use, the User hereby agrees to this. The terms and conditions of the Mobility Providers shall also take effect and be (indirectly) accepted by the User as soon as a Reservation or Use of the relevant mobility service takes place. The Participant may need to create an account with the Mobility Provider, whether or not via the Gaiyo app, where the terms and conditions of the Mobility Provider in question must be explicitly accepted before the mobility service offered by that Mobility Provider can be used.

6.2 Gaiyo may add Mobility Providers at any time. When the User uses this Mobility Provider, the User immediately accepts the Mobility Provider’s terms and conditions applicable at that time.

6.3 By using the Gaiyo app, the User can make a Reservation with an affiliated Mobility Provider. Gaiyo ensures that your Reservation is registered with the Mobility Provider selected by the User. Some Mobility Providers may only allow Reservations to be made via their official Mobility Provider app. In that case, Gaiyo will enable the Reservation via a so-called “deep link.”

6.4 Once the User has successfully completed their Reservation, an agreement is concluded between the User and the Mobility Provider for the use of the mobility offered.

6.5 Gaiyo only plays a facilitating role in bringing about a Reservation and does not become a party to the agreement between the User and the Mobility Provider.

6.6 The availability of services provided by Mobility Providers is the responsibility of the Mobility Providers concerned; Gaiyo has no influence on this. Gaiyo is not liable if a service is unavailable.

6.7 A Reservation made through Gaiyo with a Mobility Provider is binding on the User and may incur costs.

6.8 The User expressly accepts that Gaiyo is in no way responsible or liable for third-party services or functions.

6.9 If and insofar as there is a Reservation for a Public Transport E-ticket, the provisions of the ‘SPECIAL SECTION (II A): Public Transport E-ticket Conditions’ apply in addition to the provisions of the General Section.

6.10 The use of mobility for transport services as referred to in the Passenger Transport Act 2000 and the use of mobility for the purpose of providing a delivery or transport service is not permitted.

Artikel 7. Vergoedingen

7.1 All amounts, fees, and rates mentioned include VAT, unless otherwise stated.

7.2 Any actual legal and enforcement costs incurred, as well as other reasonably necessary costs, shall also be borne by the User, possibly in addition to the compensation already provided for by law.

7.3 If Gaiyo is unable to collect the Fees, Gaiyo is entitled to suspend the Account of the User concerned until payment has been made.

7.4 In de Gaiyo App zijn de geldende tarieven weergegeven. Na afloop van het gebruik wordt de Vergoeding door Gaiyo (of de betreffende Mobiliteitsaanbieder(s) vastgesteld op basis van de geldende tarieven en het Gebruik. De prijs/(verwachte) vergoeding die in de Gaiyo app vooraf aan een Reservering wordt getoond, kan afwijken van de daadwerkelijke Vergoeding (dit in verband met verbruik, tijdsduur, etc.); de prijs getoond in Gaiyo dient ter indicatie. De vastgestelde Vergoeding na Gebruik is bindend. Indien de Gebruiker bezwaar heeft tegen de vastgestelde Vergoeding en/of de berekening daarvan, dient de Gebruiker dit binnen 72 uur na afloop van het gebruik te worden doorgegeven het Servicecentrum.

7.5 We will charge any costs incurred by a Business User to his/her employer.

7.6 The following additional terms and conditions apply to Private users and Business users who use their account for private purposes:

7.6.1 The Fee will be collected immediately after Use or periodically, at a frequency to be determined by Gaiyo, by direct debit. The User must ensure that there are sufficient funds in the bank account specified by him or her.

7.6.2 If the direct debit referred to in this article is reversed or cannot be debited, the User will be in default without notice of default being required. In that case, the User will owe statutory interest. The interest on the amount due will be calculated from the moment a User is in default until the moment the full amount has been paid.

7.6.3 Without express permission, a User is not permitted to set off his payment obligation to Gaiyo against a claim by a User on any grounds whatsoever, or to suspend his payment obligation to Gaiyo.

7.6.4 If a User is in default or fails to fulfill their obligations, all reasonable costs incurred in obtaining satisfaction in and out of court will be borne by the User. In any case, in the event of a monetary claim, the User shall owe extrajudicial collection costs (calculated in accordance with the Extrajudicial Collection Costs Decree, or at least the successor to that regulation).

Article 8. Pilot(s)

The Company is conducting an additional Pilot in certain areas in the Netherlands. Additional conditions apply to each Pilot. If the Customer meets these conditions, the Customer can make use of the extras offered by this Pilot. By accepting the General Terms and Conditions, an agreement is created between the Company and the Customer to participate in the Pilot, and the Customer is therefore referred to as a “Participant.” In this case, in addition to the General Section, the provisions of the “SPECIAL SECTION (II B): Pilots” apply.

Article 9. Customer liability, penalties, (exclusion of) use

9.1 To the extent permitted by mandatory (consumer) law, Gaiyo shall not be liable to the User, except in cases of intent or deliberate recklessness on the part of Gaiyo and its staff.

9.2 The User is liable to Gaiyo for any damage they have caused or inflicted. This includes, but is not limited to, theft of, damage to, or loss of services/goods from the Mobility Providers offered that have been rented or reserved through Gaiyo.

9.3 In the event of an accident caused by the User’s own fault, the User’s liability also extends to incidental damage, such as expert costs, towing costs, depreciation, costs due to lost rental income, lower insurance premium rates, and administrative costs.

9.4 The User is responsible for complying with the rules and restrictions of Mobility Providers.

9.5 The User may not purchase any equipment from Mobility Providers, such as bicycles, scooters, cars, etc. These purchases are not covered by the Gaiyo Contract, and any payment obligations will be refused by Gaiyo at all times.

9.6 The User agrees that any claim arising from the relationship with Gaiyo must be submitted within one year after the claim arose. Otherwise, the User’s claim against Gaiyo will lapse and become time-barred.

9.7 The User shall use any mobility offered by the Mobility Providers in accordance with the standards of decency and shall observe the applicable traffic and parking regulations. The User shall treat the rented item with care and behave as a responsible road user.

9.8 In the case of a Reservation for a specific period of time, the User is obliged to return the rented item within this period.

9.9 In the event of loss, theft, or damage to the rented item, you must contact the Gaiyo service center as soon as possible. In the event of theft, the User is required to report the incident to the police and share a copy of the report with the Service Center.

9.10 The User is obliged to visually inspect the rented item before use and to report any defects to the customer service department of the relevant Mobility Providers and the Service Center.

9.11 The User is obliged to immediately report any damage to the rented item, whether it occurred before, during, or after use and whether it was caused by the User or not, to the customer service department of the relevant Mobility Providers and the Service Center.

9.12 The User is liable to Gaiyo for the consequences of fines and/or damages incurred via the Gaiyo account. The User shall pay all resulting fines and costs and fully indemnify Gaiyo against any claims from third parties. For the processing of traffic violations (warnings, costs, fines, etc.), the User must pay Gaiyo a processing fee of €19.95 for each incident.

Artikel 10. Einde Contract

10.1 A Private user has the right to terminate the Contract with Gaiyo in writing without being liable for any compensation and without prejudice to other legal and contractual rights. A Private user will then immediately lose access to the Gaiyo app. In addition, any accounts created with Mobility Providers via the Gaiyo app will no longer be accessible. Outstanding claims, such as previously made trips and fines, will be settled by Gaiyo with the Private User.

10.2 A User has the right to have their account removed from the Gaiyo database. Please refer to the privacy statement for information on how to do this.

10.3 If the employer terminates the Account, Business Users will immediately lose access to the Gaiyo app.

10.4 Gaiyo has the right to terminate the Contract with immediate effect without being liable for any compensation and without prejudice to Gaiyo’s other rights under the law or these Terms of Use if (not exhaustive):

a. the User does not (or no longer) fulfill their payment obligations;

b. de Gebruiker enige verplichting ingevolge het Contract of deze Gebruiksvoorwaarden niet of niet behoorlijk nakomt en deze tekortkoming niet binnen een redelijke termijn nadat Gaiyo de Gebruiker in gebreke heeft gesteld, ongedaan is gemaakt, tenzij nakoming door de aard van de tekortkoming blijvend onmogelijk is. In dat geval is een ingebrekestelling niet nodig;

c. de Gebruiker zich schuldig maakt aan Fraude of hiertoe gegrond vermoeden bestaat;

d. zich aan de zijde van Gaiyo Overmacht voordoet;

e. Gaiyo decides to discontinue the Gaiyo app; and/or

f. de Gebruiker overlijdt, failliet wordt verklaard, (voorlopige) surseance van betaling wordt verleend en/of de wettelijke schuldsaneringsregeling (WSNP) van toepassing wordt verklaard (of er doet zich een gebeurtenis voor ter aanzien van de Gebruiker met vergelijkbare gevolgen of een vergelijkbare strekken).

Article 11. Applicable law

The Contract, these Terms of Use, and any legal relationship between Gaiyo and the User are governed exclusively by Dutch law;

Artikel 12. Correspondentie, klachten en geschillen

12.1 All written communication from Privé users to Gaiyo in connection with the Contract must be sent by email to support@gaiyo.com.

12.2 All written communications from Business Users to Gaiyo in connection with the Contract must be sent by email to Business-support@gaiyo.com.

12.3 If a dispute arises between Gaiyo and the User, the parties will first attempt to resolve their dispute amicably. All disputes arising from or related to the Agreement or these General Terms and Conditions will in the first instance be settled by the competent court in Amsterdam (Amsterdam District Court), except insofar as mandatory rules of jurisdiction would prevent this choice.

Article 13. Other provisions

13.1 If any provision of these Terms of Use is invalid or void, the remaining provisions will remain in full force and effect, and the invalid or void provision(s) of these Terms of Use shall be replaced by a valid provision(s) that reflects as closely as possible the purpose and meaning of the invalid or void provision(s).

13.2 The User is bound by the license of this app in connection with the use of the Gaiyo app. In the event that any provision of this license conflicts with the provisions of this Contract, the provision in the Contract shall prevail.

13.3 It is prohibited to read, copy, or manipulate the Gaiyo app (or access to it) using IT methods. Any such infringement or attempt to do so will primarily result in exclusion from the Gaiyo app, and all costs of the infringement and any resulting damage will be borne by the User.

13.4 All rights, including intellectual or industrial property rights, relating to the Gaiyo App and the Website are vested solely in Gaiyo. The User shall respect these rights. These Terms of Use are expressly not intended to transfer any rights of Gaiyo.

13.5 Gaiyo may, with the cooperation of the User, transfer its rights and obligations under the Agreement to a third party in the context of the total or partial transfer of its business (contract transfer). The User grants permission/cooperation for this in advance. The contract transfer will take effect at the moment the User is notified of this. If a later date is specified in that notification, that later date will be considered the moment at which the contract transfer takes effect.

PART II A: SPECIAL SECTION – OV (train) E-ticket Terms and Conditions

  1. If a User books a public transport ticket via Gaiyo, these public transport e-ticket terms and conditions apply to the use of this ticket.
  2. The OV E-ticket (hereinafter referred to as “E-ticket”) obtained via Gaiyo is only a valid ticket if all of the following conditions are met:
    a. An E-ticket is only a valid ticket with the Train Operators listed on the E-ticket.
    b. An E-ticket must be loaded into a Gaiyo app on a mobile device (mobile phone or tablet) in accordance with the instructions provided at the time of purchase.
    c. An E-ticket is personal and non-transferable. During inspections, all passengers aged 12 and above must present a valid photo ID (passport, identity card, or driver’s license). The name on the ID must match the name on the E-ticket.
    d. An E-ticket must be retained until exiting the destination station.
    e. An E-ticket is only a valid ticket if it can be clearly displayed in the Gaiyo app on a mobile device (mobile phone or tablet). This requires sufficient screen size and quality. E-tickets that are poorly displayed, illegible, or edited may be refused and considered invalid.
    f. If an E-ticket cannot be displayed correctly during an inspection, for example due to malfunctions in the mobile device (mobile phone or tablet) or because it is not charged, it is not a valid ticket.
    g. An e-ticket must be purchased before the start of the journey. An e-ticket purchased after the start of the journey is not a valid ticket.
    h. For travel on the Intercity direct via the HSL (high-speed line) between Rotterdam Central Station and Schiphol Airport (or vice versa), an Intercity direct surcharge is mandatory in addition to a regular ticket for the relevant route. See below under “Additional conditions E-ticket Intercity direct surcharge.”
    i.For travel on domestic Eurocity Direct routes, in addition to a regular E-ticket for the route in question, an Intercity direct surcharge is required if this train travels on the HSL (high-speed line) between Schiphol Airport and Rotterdam Centraal (or vice versa). This is indicated on the departure boards on the platforms. See below under “Additional conditions E-Ticket Intercity Direct surcharge.”
    j. For travel on the domestic section of ICE International, an ICE supplement is mandatory in addition to a regular E-ticket for the relevant route. See below under “Additional conditions E-Ticket Supplement ICE.”
    k. An E-ticket is not valid on Eurostar and Nightjet trains. An international ticket is required for these trains.
    l. Each passenger must have their own E-ticket. Multiple passengers cannot travel on a single E-ticket.
    m. Depending on the ticket, additional conditions may apply, as indicated below.
  3. Train operators are entitled to refuse to accept an E-ticket as a valid ticket in the event of misuse or improper use.
  4. An E-ticket does not entitle you to a seat.
  5. These conditions apply in addition to the general conditions of carriage of the train operator providing the transport, as listed under Mobility Providers under City and Regional Transport.
  6. It is not permitted to:
    a. Sell or resell E-tickets or purchase E-tickets for the purpose of selling or reselling them in the course of a profession or business or with a view to commercial and/or financial gain.
    b. Share or provide e-tickets and/or the barcodes contained therein, for example via social media, to persons other than those whose names appear on the e-ticket. E-tickets may only be provided to the person whose name appears on the e-ticket.
    c. Facilitate the sharing or provision of E-tickets and/or the barcodes contained therein to persons other than the person whose name is on the E-ticket, for example by creating and/or maintaining an account on social media.
  7. In the event of a violation of these E-ticket conditions, Train Operators have the right to declare the E-Tickets in question invalid and/or block them. Train operators may also impose a fine equal to the statutory surcharge. This amount is currently €70. In the event of a violation of these E-ticket terms and conditions, the person committing the violation is also obliged to compensate the train operator for any damage suffered as a result.

Additional conditions for Full-price E-tickets and Off-peak E-tickets

8. An E-ticket Rush Hour, Off-Peak Weekday, and Weekend (Consumer and Business) is only a valid ticket for travel by train on the route, on the date, and in the class specified on the E-ticket.
9. An E-ticket Off-Peak Weekday and Weekend (Consumer and Business) is only a valid A “one-way ticket” can be used once. A full-price E-ticket and off-peak E-ticket “day return” can be used once for the outward journey and once for the return journey. .
10. An E-ticket Off-Peak Week and Weekend (Consumer and Business) is only a valid ticket with the Train Operator(s) stated on the E-ticket.
11. An E-ticket for which a Period Discount applies is only a valid ticket during the period indicated on the ticket. Outside this period, an E-ticket for which a Period Discount applies is not a valid ticket. This means that both the start and end of the journey must be within the relevant period. However, if a passenger is unable to complete the journey in question during the period in question due to a delay by the Train Operator(s) for which the E-ticket is valid, the E-ticket will also be a valid ticket for the additional travel time outside the period in question caused by the delay. .

Aanvullende voorwaarden E-ticket Toeslag Intercity direct

12. An E-ticket Intercity Direct Supplement, in combination with a valid regular ticket for the relevant route, entitles the passenger to make a single journey on (i) the Intercity Direct via the HSL (High Speed Line) route between Schiphol Airport and Rotterdam Central Station or vice versa, or (ii) the Eurocity Direct if it runs on the HSL (High Speed Line) between Schiphol Airport and Rotterdam Central Station (or vice versa). The departure boards on the platforms indicate whether a supplement is required.
13. An E-ticket Intercity direct supplement is only a valid ticket on the date stated on the E-ticket.

Additional conditions E-ticket ICE surcharge

14. An E-ticket ICE Supplement, in combination with a valid regular ticket for the relevant route, entitles the passenger to travel one way on the ICE International within the Netherlands.
15. An E-ticket ICE Supplement is only a valid ticket on the date stated on the E-ticket.
16. ICE E-tickets cannot currently be purchased in the Gaiyo app. Please go to an NS ticket machine to purchase a supplement.
17. When using certain travel products, no separate ICE supplement is required. Please refer to the terms and conditions that apply to the relevant travel product.

Additional definitions E-ticket

a. Consumer: a natural person who is not acting in the course of a profession or business.
b. Off-peak hours: Off-peak Week and Off-peak Weekend.
c. Off-peak hours Week: Monday from 4:00 a.m. to 6:30 a.m., 9:00 a.m. to 4:00 p.m., and 6:30 p.m. to 11:59 p.m.; Tuesday through Thursday from midnight to 6:30 a.m., 9:00 a.m. – 4:00 p.m. and 6:30 p.m. – 11:59 p.m., Friday from 12:00 a.m. – 6:30 a.m. and 9:00 a.m. – 4:00 p.m.
d. Off-peak hours Weekend: Friday 6:30 p.m. to Monday 4:00 a.m. and all day on public holidays.
e. Business: a Customer who is a legal entity or a natural person acting in the course of their profession or business

Last update of this special section: December 16, 2025.

PART II B: SPECIAL SECTION – Pilots

Gaiyo is conducting an additional Pilot in certain areas in the Netherlands. Additional conditions apply to each Pilot. If the User meets these conditions, the User can make use of the extras offered by this Pilot.

There are currently no special pilot programs in place, and any rights to pilot programs not mentioned here will lapse.

Last update of this special section: December 16, 2025.