The aim of this document is to provide the user with non-exhaus- tive information on the rules to be respected when using TEC’s network and transport documents from 27/06/2023.

2.1. When using the network operated by TEC, the users or, where relevant their legal representatives, undertake not to disturb public order and peace, annoy or disturb people present in any TEC vehicle accessible to the public, at bus, tram or metro stops or in areas accessible to the public that are used for ensuring the operation of the OTW, by vulgar, offensive, threatening, or fright- ening behaviour or comments, by violent behaviour or by undesir- able or inappropriate non-consensual physical contact. They also undertake to respect all the legal and regulatory provisions that apply to public transport as well as these terms and conditions.
2.2. The current fares for transport documents are valid
for the whole of the TEC network. The prices are determined by an order of the Walloon Government setting the fares to be charged for passenger transpor t on the network of public transport com- panies in the Walloon Region.
2.3. Reduced rates are granted only to the holder of a personal MOBIB card provided they satisfy the requirement for this reduction (hereafter “the Status”) on the first day of validity of the subscription and the purchase date of other tickets. The holder must apply to TEC for a Profile prior to the purchase of a reduced rate transport document. The use of a reduced rate trans- port document is authorised until the end of the period of validity even if the Profile has expired in the meantime.
In order to simplify access to reduced rates, an initial application to TEC for a Profile authorises TEC to check the validity of this Profile and to renew it automatically by automated referral to the author- ised authentic source.

3.1. MOBIB and MOBIB Basic Card (hereafter “the Card”)
3.1.1. The MOBIB Card is a contactless electronic personal card, with a five-year validity period and it stores all the transport documents purchased by or for the holder. It is personal and cannot be used by another person without the Card holder being present. It contains information about the holder, including surname, first name, identity photo, language, date of birth and fare profile. The client must provide proof of identity when creating the MOBIB Card by submitting an official document (ID card, passport, vehicle registration certificate or official right of abode). TEC issues only one personalised MOBIB Card per client.
3.1.2. The MOBIB Basic Card is a non-personalised contactless elec- tronic card with a five-year validity period and it can store all TEC transport documents except season tickets and reduced rate fares.
3.1.3. The use of SNCB, STIB or De Lijn cards on the TEC network is subject to the holder’s acceptance of these terms and conditions and requires the user to respect them. The use of a Card issued by TEC on the network of another Belgian public transport opera- tor or other transport operators is subject to the holder’s accept- ance of their transport rules and requires the user to respect them. These transport rules are available from the relevant operators.
3.1.4. Any Card issued by TEC remains the property of TEC. TEC grants the holder, in return for payment, the use of this Card for a period of 5 years from the date of issue. The holder may not top up the Card after this term. TEC may demand the return, exchange or renewal of the Card in the event of use after this deadline or for technical reasons.
3.1.5. The holder of a MOBIB Card undertakes immediately to inform TEC in the event of loss, theft, fault or damage to the Card that would render it unfit for use, or in the event of a change in the data provided for issue of the card or a transport document loaded on the Card.
3.2. The mobile app
3.2.1. In order to be able to use the mobile app, the customer must have:

• A smartphone (with at least the Android 6 or iOS 12 operating system). This phone must at the time of purchase have access to the Internet - not provided by TEC -  and sufficient battery charge for the entire journey. The smart phone camera used must be able to read QR Codes. Mobile data must be activated at the time of validation.
• The app and an active customer account into which the tickets can be loaded.
• A means of payment linked to a bank card.

3.2.2. After purchasing the ticket, it is loaded into the “My tickets” section. Several types of transport documents can be loaded into the app.
3.2.3. The customer must have a valid ticket for the journey they are planning on making before boarding the vehicle.
3.2.4. TEC may offer tickets for other transportation companies via its app.
3.3. Other formats that cannot be loaded
There is a limited range of fares available on single-use con- tactless tickets (hereafter “Ticket”) and paper tickets (hereafter “Paper Ticket”).
3.4. The user is liable for any consequences arising from inappropriate use of a Card, a Ticket or a Paper Ticket. The user undertakes to respect the usage warnings and in particular to ensure that the transport documents are not twisted, folded, cut, exposed to high or low temperatures, electromagnetic effects, high humidity levels or any other treatment that is clearly not appropriate for its use. 

4.1. Anyone using the TEC network must have a transport docu- ment before undertaking any journey and it must be valid for the entire journey. Failing that and before starting a journey, you must buy one from the TEC sales network or, if necessary, buy a paper ticket on board the vehicle. Forgetting or losing a transport doc- ument does not exempt you from having one and you must pur- chase a new one before starting your journey.
4.2. To be considered as a valid transport document, a Card, a ticket or application must:

• be loaded with an electronic transport document whose specific conditions of use are valid for the journey in question (authorised route, validity period, etc.) and
• must be systematically and correctly validated when boarding any TEC vehicle equipped with a validation system.

4.3. For on-line purchases the confirmation sent to the customer does not constitute a valid transport document. 

5.1. Tickets for the TEC network can be loaded on the TEC sales network. A ticket may only be (re)loaded onto a Card that is still valid. Tickets loaded onto a MOBIB Card cannot be transferred to a MOBIB Card belonging to another user.
5.2. The transport document is loaded onto the Card immediately
after payment, unless you make a purchase at ESPACES TEC without your Card, or if payment is made via E-SHOP or by bank transfer.
5.2.1. Purchases via E-SHOP or without a Card at ESPACES TEC. When purchasing transport documents via the E-SHOP or without your Card at ESPACES TEC, the transport document will be availa- ble for loading the day after payment confirmation (and for a lim- ited duration depending on the transport document purchased) either when the Card is next inserted in the validator or on pres- entation at the TEC sales network.
If the Card fails to load, the client must purchase a valid transport document at a TEC sales point before starting the journey or buy a paper ticket on board. The person should then contact TEC for any after-sales transaction that could include a refund of the other transport document purchased if it transpires that the client had a valid transport document and that a technical problem for which the client was not responsible prevented it from loading onto the Card. However, any refund can only cover the use of the transport documents for a maximum for a maximum of 3 consecutive days, subject to presenting said transport documents.
5.2.2. Renewal of season tickets using EASY PAY (bank transfer). Clients may renew season tickets by making a payment to TEC’s bank account for the exact amount of the transport document that they wish to renew. To allow TEC to issue the transport document before the validity period begins, the amount you pay must corre- spond to the current fare for a single season ticket for the validity period requested and must reach TEC’s bank account on a value date between the 6th and 20th of the month preceding the valid- ity period of the transport document requested. When a transfer is received late, TEC cannot be held liable if the transport docu- ment is issued later or issued for a different period. Each transfer will exclusively provide the client with structured information for the transport document in question.
TEC cannot be held liable in any way whatsoever if a transport doc- ument is not issued or is issued late due to an error in the instruc- tion communicated or the receipt of an incorrect amount of money. In these cases, TEC will endeavour to contact the client in question and/or refund by bank transfer the amount received in error.
Any change of Profile or age of the holder and/or type of journey leading to a modification of the season ticket requires a separate purchase using a method other than EASY PAY, during which a new structured communication will be issued for future renewal by EASY PAY.
5.3. Is it possible to get an invoice after my purchase? Given the particular circumstances in which public transport companies issue transport documents, they are exempt from the obligation of issuing an invoice. Invoices are not issued for the purchase of tickets for people travelling for professional reasons. However, a certificate of purchase may be issued free of charge to the client. This may be done up to 6 months after the purchase of a transport document for which the certificate is requested and up to one month after the end of the validity period in the case of annual season tickets.
For on-line purchases the confirmation sent to the client does not constitute a valid transport document.

6.1. Validating cards and tickets
6.1.1. If several transport documents are loaded onto a Card, val- idation is done automatically according to the following order of priority: the document already used if there is a connection, season tickets, 1-day or 3-day tickets and finally single tickets. The holder of a Card may choose another document by prior selection on the validator screen before validating the Card.
6.1.2. Clients must choose another document by prior selection on the validator screen when they are paying the fares for several pas- sengers with one Card or ticket. The passengers in question must be accompanied by the holder of the Card used to pay the fare for the whole of the journey. The other companions may not benefit from any reduced rate to which the MOBIB Card holder may be entitled.
6.2. Validation of digital tickets
6.2.1. When boarding the vehicle, the customer selects the ticket they wish to use in the app and scans the QR code on the validator. If the selected ticket is valid, the confirmation message will appear on the screen of the smartphone and a QR inspection code is added to the app.
This QR inspection code remains available for as long as the ticket used is valid.
6.2.2. The application lets you validate travel for several people using one multi-journey ticket and/or several unitary tickets 
If someone is to join a journey at a point along the route on a multi-journey ticket, the validity applied for the ticket is the same as that of the first traveller.
6.2.3. In the event their smartphone is forgotten or it is impossible to access the app or ticket (smartphone battery empty, etc.) or the ticket is not validated, the customer is deemed to be travelling without a ticket.
6.3. Validation issues
If a customer is having issues when attempting to validate their card, a ticket that has not been previously validated or an electronic ticket, they must obtain another ticket for the entire journey in question, and then contact the TEC for any after-sales operations, which may include reimbursement of any replacement ticket purchased if it is the case that the customer did indeed have a valid active ticket and a technical issue that cannot be attributed to the customer prevent it from being validated. However, any refund can only cover the use of the tickets for a maximum of 3 consecutive days, subject to presenting said tickets.

7.1. Users must present their transport document upon request by a TEC staff member performing his duties. 
7.1.1. For an electronic ticket, the user presents the screen of their smartphone with their QR inspection code displayed. If several travellers are using the same multi-journey ticket, the customer will only have one QR code for monitoring of all travellers. If several travellers are using unitary tickets on the same application, the customer will have as many monitoring QR codes as there are unitary tickets validated.
7.2. The user must have some form of identity and prove their identity to any authorised TEC staff member requesting this while performing his duties.
7.3. In the case of falsification or fraudulent use of a transport document, particularly in the case of use of a MOBIB Card by a person other than the holder, TEC reserves the right to seize the Card.
7.4. TEC reserves the right to refuse any new transport document to a client who has failed to pay for a transport document, admin- istrative fees or fines, or who has not respected these terms and conditions, with this refusal limited to three years. The client, how- ever, has the right to appeal and to use a Ticket or Paper Ticket to travel on the TEC network.
7.5. In the case of an offence, the Decree of 22/05/2008 on administrative fines in matters of public transport for people in the Walloon Region shall apply.

8.1. TEC is responsible for issuing its Cards and the after-sales ser- vice related to these.
8.2. Duplicate in case of loss or theft of a non-transferable MOBIB Card.
8.2.1. The holder of a MOBIB Card must report the loss or theft of the card immediately to the issuer.
8.2.2. The creation of a duplicate precludes any further use of the original lost or stolen Card. The customer must use valid tickets until the duplicate is ready. Tickets purchased between the loss or theft of the original document and receipt of the duplicate shall not be refunded. On payment of an administrative fee set by decree, the TEC shall respond to a request for a duplicate of a non-transferable MOBIB Card issued by the TEC, and after receipt of proof of identity (official identity card, passport, registration certificate or official residence permit) shall issue a new non-transferable MOBIB Card to the holder, loaded with the ticket(s) sold by the TEC that are still valid. The TEC shall also load any tickets sold by other operators onto the Card. If this remote loading is unsuccessful, the Card holder will be asked to take the new Card directly to the operator in question to load the valid ticket(s).
8.2.3. No duplicate shall be issued in case of loss or theft of a ticket or MOBIB Basic Card.
8.3. Faulty Card or Ticket
In the event of a technical fault with a Card issued by TEC that arises during the 5-year validity period and which is not attributa- ble to the holder or inappropriate use, TEC undertakes to replace the Card as quickly as possible and free of charge on presentation of the Card at an ESPACE TEC sales point and to reload the trans- port document(s) that were on the faulty Card onto the new Card. In the event of a technical fault with a Ticket during its validity period, TEC undertakes to replace the Ticket free of charge at the request of the holder at an ESPACE TEC sales point provided that the travel document has not already been successfully validated beforehand. There is no after-sales service for a Ticket which has already been used or has expired.
8.4. Damaged Card or Ticket
In the event of damage to a personalised MOBIB Card, a duplicate shall be issued according to the conditions set out in paragraph 8.2.2. In the event of damage not attributable to TEC of a MOBIB Basic Card or a Ticket, TEC shall not provide an after-sales service.
8.5. Renewal of a non-transferable MOBIB Card
When the non-transferable MOBIB Card reaches its expiry date, the TEC shall issue a new card at the customer's request, subject to payment of card production costs. The TEC transfers all the valid tickets onto the new Card free of charge.
The customer can renew their non-transferable MOBIB Card online via the E-shop. The creation of a duplicate using the E-shop prevents any further use of the original card. The customer must acquire valid tickets until he or she receives the duplicate. The cost of any tickets purchased in the time between the customer requesting the duplicate and receiving it shall not be refunded.
The renewal of a MOBIB Basic Card is not permitted.
8.6. After-sales service for the app
In the event of loss, theft or change of smartphone, the customer can recover tickets that are still valid via their customer account on another device.
In the event a ticket is not loaded into the app despite payment being made, the customer must obtain another ticket to be able to make their journey; they are invited to contact TEC Customer Service to resolve the issue.

Group transport documents are valid for a period of 6 months. Other single and multi-trip tickets are valid for 18 months (unless another date is explicitly marked on the ticket). They will not be exchanged or refunded.
To travel on the TEC network, groups of 15 or more people must apply for group travel at least 5 working days before travelling. If the trip has to be postponed by the group, they must apply again for another ticket.

Only season tickets may be refunded or exchanged. To obtain a refund or an exchange you must first present an identity card.
10.1. Conditions for refunds of season tickets sold by TEC
Any season ticket may be fully refunded free of charge before the start of its validity date. You may apply for a partial refund only in the case of 4-monthly, half-yearly and yearly tickets that are still valid, with the exception of 65+ flat-rate, 18-24 years and BIM (reduced mobility) season tickets.
Any request for a refund submitted after the end of the validity period of the season ticket in question shall not be granted.
All requests must be made either by the adult MOBIB Card holder, or the legal representative in the case of a minor, or the paying third- party or, in the event of death, on presentation of a death certificate. Subscriptions are refunded by bank transfer. If you are seeking a refund of a subscription loaded onto a lost or stolen Card, you must first apply for a duplicate Card before requesting a refund.
The amount refunded shall be the amount paid when you bought the transport document, less the price of the monthly season ticket at the applicable rate at the start of the 4-monthly, half-yearly or yearly season ticket period multiplied by the number of months used.
10.2. Exchange conditions for 4-month, half-yearly and annual season tickets sold by the TEC
The subscriber has the option of exchanging their 4-month, 6-month or annual season ticket during the validity period to replace it with a season ticket of similar or longer duration. 
10.2.1. If a customer wishes to exchange their season ticket, a deduction shall be made from the cost of the new season ticket. This deduction is calculated according to the cost of the season ticket exchanged and pro rata of the number of days of validity remaining between the date of the exchange and the date of expiry of the season ticket exchanged.
The new season ticket shall be valid from the date of the exchange.
10.2.2. If, during the validity period of a 4-monthly, half-yearly or yearly season ticket, the customer can provide proof of a status entitling the holder to a reduced fare, the reduction shall not be granted for any days preceding this. The validity period of the new reduced-rate season ticket shall start on the date of the exchange, provided that the status is valid on said date.
10.3. Partial refund following an interruption of service
Except for cases of force majeure, in the event of a service interruption of more than two hours on a line, a person with a paid season ticket, excluding 65+ 18-24 years and BIM passes, may submit a request for a refund by bank transfer from TEC if the lines affected by the service interruption are located in its operating perimeter. This must be done within two months after the service interruption. The TEC zone involved shall refund a set amount based on the price of the subscription and the ratio between the number of days of service interruption and the number of days covered by the subscription in question.
In case of payment by a third party or a combined subscription with the SNCB, this partial refund shall be made at an ESPACE TEC sales point on presentation of the Card to enable, if applicable, the refund of the paying third party to the latter by bank transfer.
10.4. Specific conditions regarding season tickets issued for the purpose of school transport on public lines
Articles 5.2.2, 11.1,11.2 and 11.3 are not applicable to season tickets for special edu- cation school transport on public lines.
10.5. Promotional initiatives
During the TEC Group’s promotional initiatives, no refunds shall be granted for transport tickets.

11.1. If ordering a personal MOBIB card and/or tickets on the E-SHOP or electronic tickets on the TEC app by a user acting as a consumer within the e meaning of Article I. 1, 2 of the Economic Law Code, this consumer has no right of withdrawal.
11.2. If an order for a MOBIB Basic Card is made from the E-SHOP by a user who is a consumer under the terms of Article I. 1, 2 of the Belgian Code of Economic Law, this consumer has a right of retrac- tion for 14 calendar days that takes effect from the day the con- sumer, or a third party appointed by the latter, takes possession of the Card. This right may be exercised by the consumer without indemnity and without having to indicate a reason. To exercise this right of retraction, the consumer must inform TEC of their intention to retract by either making an unambiguous statement outlining their decision, or by using the retraction form available on the website www.letec.be. The right of retraction shall be deemed to be exercised within 14 days if the notification made by the consumer of their intention to exercise their right of retraction is sent to TEC before the end of this period. In accordance with the above, exercis- ing the right of retraction shall result in TEC suspending the MOBIB Basic Card and refunding the amount paid by the consumer.
11.3. A ticket purchased from the E-SHOP must be uploaded onto the MOBIB card using a scanner or a SELF-service machine within the 8 months following purchase. Once this period has passed, the ticket will no longer be available to load.

TEC  cannot be held liable and the client cannot claim any damages if it is impossible for TEC to maintain the public transport service fully or partially, definitively or temporarily due to events that are beyond its control, in particular, in cases where measures have been taken by the authorities. Excluding wilful misrepresentation and serious breach, TEC will not be liable for consequences or damages resulting from events such as strikes, breakdowns, mechanical or technical problems, natural disasters, fire or floods that lead to the interruption of the public transport service, or the non-delivery or delay in orders for Cards and travel documents resulting from an interruption or delay in telecommunications and postal services.

TEC invites you to consult its policy on processing personal data,  on its website www.letec.be or on request at an ESPACE TEC.

14.1. These terms and conditions are published on the website www.letec.be and may be changed at any time by TEC for legit- imate reasons related to its public service mission, in compliance with decisions made by the public authorities and operational constraints linked to infrastructure, the network or resources. Such changes, particularly to TEC’s service, after-sales service, condi- tions regarding access and use of the network, require clients to comply with them at all times and without compensation.
14.2. These terms and conditions are subject to Belgian Law. After an attempt at mediation, and without prejudice to the legal provisions applicable in the case of a contract with a consumer, any dispute that relates directly or indirectly to these general terms and conditions shall fall within the exclusive jurisdiction of the judicial district where the head office of the OTW in question is located.