FAQ
Payment

Unfortunately it's not possible at the moment to create a business account in hvv switch.

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No, unfortunately it’s not. hvv switch is still intended solely for private use. This means you need to enter the same postal address in your account that appears in your ID documentation. This address is also included on your individual invoices.

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Each booking is settled individually using the method of payment saved for your account. You’ll receive a receipt for each individual booking made using hvv switch by e-mail shortly afterwards. If you’ve ordered a ticket, this will happen straight after the hvv ticket has been downloaded. If you’ve booked a MOIA, this will happen straight after the trip has taken place. If you save your full address in your profile, this address will be shown on the receipt and can therefore be used as a valid invoice for tax return purposes. If you have any further questions about your invoice, please contact hvv switch customer service.

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At the moment it’s possible to add or save a PayPal account to your profile in the hvv switch app. You can either create a new PayPal account by closing the app first, or you can add an existing PayPal account. All you have to do is follow the instructions shown the first time you make a booking using the hvv switch app. Once a PayPal account has been set up for your hvv switch profile, you can make changes to your settings at any time. This includes replacing it with a different PayPal account.

You won’t be able to delete your payment method entirely because it's absolutely essential for using hvv switch. Therefore you can change the payment method, but you can't delete it. If you want to delete it entirely, you need to terminate your hvv switch account.

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Please contact hvv switch customer service with your specific request. We will then review whether it’s possible to grant you a refund and, if appropriate, we will reimburse you for any excess payments you’ve made.

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We use LogPay to process the payment transactions. That’s why you’ll find this name on your invoices.

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7 percent in VAT is charged for hvv tickets. All other services are taxed at 19 percent.

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At the moment you can only pay via PayPal when you use the hvv switch app. No other methods of payment are currently accepted. It is, of course, not possible to pay by cash when using the app.

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You cannot cancel a hvv ticket you've purchased in the hvv switch app. If a technical error occurs during a purchase however, please contact hvv switch customer service. We will then check whether cancellations can be made on a case-by-case basis.

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You can cancel a booked MOIA shuttle free of charge, right up until the just before the time of boarding, simply by clicking the button “Cancel your trip”. The reservation of the amount to be paid on Pay-Pal will then be deleted after 28 days, without any payment being debited.

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