BVG Muva terms and conditions of use

The BVG Muva app is provided by Berliner Verkehrsbetriebe (BVG) AöR, Holzmarktstr. 15-17, 10179 Berlin, registered in the Commercial Register HRA 31152 Charlottenburg registrar of companies, for users of public transport in Berlin.

This policy applies to the use of the BVG Muva service provided for use in the BVG Muva app.

1. Information about the BVG Muva service

BVG Muva is a fare-based on-demand transport service provided by the BVG. It serves BVG and S-Bahn Berlin stops. BVG Muva is a public transport product in Berlin that complements traditional scheduled underground, tram, bus, and ferry services.

BVG is a fare-based on-demand transportation service with accessible minibuses that can be used as alternative accessible transportation (ABB) by customers with reduced mobility. This also includes seniors, people with strollers or small children, pregnant people, injured people and people with luggage. Priority is given to people with mobility impairments according to § 228 SGB IX.

The BVG Muva service can be booked in the BVG Muva app as well as via the call centre (030 256 55 5 55).

Information on fares, service hours, and service areas can be found in the FAQ on the website https://www.bvg.de/BVG-Muva or by calling the call centre.

The BVG Muva service is a fare-based public transport offer to which the common fares scale of the transport companies cooperating in the Berlin-Brandenburg public transport network (VBB fares scale) applies in the currently valid version.

2. Provision of the BVG Muva app

The BVG Muva app is provided for the iOS and Android operating systems and can be downloaded free of charge from the Apple App Store and the Google Play Store. It is also possible to request the Android app by conctacting info.bvgmuva@bvg.de, which will then be delivered directly to the user. The BVG will not be liable for any costs incurred in downloading, installing, and configuring the BVG Muva app.

Use of apps can involve risks. In particular, this concerns risks associated with the theft of passwords as well as manipulation, hacking, and other forms of unauthorised disclosure of user data. In this respect, use of the app is at the user’s own risk.

3. Registration

You must sign up if you want to use the BVG Muva app to book rides.

Any person who is a legal adult or whose legal representatives have consented to the use of the app can sign-up and use the app.

The following data must be provided during sign-up:

• Surname and first name, pseudonyms are not permitted
• Email address
• Password
• Mobile number

An existing BVG account can also be used. You can sign up with existing user accounts from other BVG apps for the BVG Muva app.

Information on data protection can be found here: BVG Muva privacy policy | BVG.

You can sign up in the BVG Muva app by submitting the electronic form via the app.

Users themselves are responsible for ensuring that the information they provide are correct and complete, as well as for any resulting activities.

4. User account

After successful registration, an individual user account is created.

A user name and password must be entered for sign-up.

User account information must not be shared with third parties and the account must not be made accessible to third parties.

Make sure you protect your user name and password on each mobile device you use.

If users have a reason to believe that their account information is not secure or that their account has been accessed by a third party, the BVG must be informed promptly by sending an email to datenschutz.bvgmuva@bvg.de.

5. Booking the BVG Muva service

The BVG Muva app enables journey requests and bookings.

Desired starting points and destinations are entered in the search box or selected via points of interest. You can also allow your device to determine your location itself. This requires enabling location services on your device.

The booking confirmation in the BVG Muva app shows users the registration number of the vehicle provided for them (mentioned as the ‘vehicle’ only in the following) as well as other services, such as the departure time and the boarding point.

The BVG Muva app provides information on departure times and location, vehicle registration number, and any delays or changes to the departure location, and navigates to the departure location based on GPS.

Following a booking via the BVG Muva app, drivers are provided with the necessary information about the user: Name, pick-up location, destination, number of persons to be transported, and, if applicable, a note on mobility aids or luggage, for assistance by the drivers. If users make a booking for themselves and people accompanying, they must indicate the number of people to be transported.

Users must take the ride in person; bookings are not transferable to third parties.

If a user books a ride for themselves and other passengers, the passengers may only start the ride with the person that booked the journey.

Once a booking has been made, the destination can no longer be changed. The pick-up and ride times stated in the BVG Muva app are estimates based on current traffic conditions at the time of booking and may differ from the actual times.

1. Booking trips for BVG Muva:

When booking in the BVG Muva app, the user is guided through the booking process.
The booking is completed by tapping the ‘Book this ride’ button.

6. Availability of the BVG Muva app

The BVG will rectify malfunctions that affect the availability of the BVG Muva app as quickly as possible.

The BVG reserves the right to temporarily or permanently suspend the BVG Muva app at any time for good cause, e.g. for maintenance and security reasons. The BVG will inform the user within a reasonable period before the time of the change by contacting directly (e.g. email).

A functioning internet connection is required to use the app. The BVG will not be liable for any costs that may be incurred for this, nor for any other third-party services (e.g. mobile phone services).

Maintenance work, retrofits or upgrades, errors or bugs, and other causes or circumstances may lead to interruptions or errors in the operation of the app. Technical faults will be rectified immediately as far as possible.

The user is obliged to ensure regular data backups in accordance with the state of the art.

In all other aspects, statutory warranty law shall apply.

7. Information on copyright/right of use

The BVG Muva app is protected by copyright.

BVG is and remains the owner of the rights of use to the BVG Muva app or parts thereof as well as the logos, trademarks, and brands of BVG and Via. Users are granted a non-exclusive, time-limited, non-transferable, and non-sublicensable right to use the BVG Muva app in accordance with these terms and conditions of use. Lawful use is limited to

• installation of the BVG Muva app on a mobile device in the possession of the user,
• reproduction for loading, displaying, saving, using the BVG Muva app,
• making of a backup copy of the BVG Muva app by a person authorised to do so pursuant to Section 69(2) of the Act on Copyright and Related Rights (UrhG).

Certain materials made available for download from or via the BVG Muva app may be subject to additional or different licence terms. The BVG Muva app contains content from users and BVG licensors. Users may not copy, modify, translate, publish, transmit, distribute, display, or sell content accessible on or via the BVG Muva app.

The BVG Muva app may only be used in such a way that no impairment or damage to the BVG Muva app occurs. Security mechanisms in the BVG Muva app must not be circumvented or altered.

8. Liability

1. The BVG shall only be liable for its own negligence.
2. In the event of data loss, the BVG’s liability is limited to reimbursement of the costs incurred for restoring the data from electronic backup media.
   If user accounts are used contrary to this policy, the BVG may suspend or terminate them and prevent access to the app at its discretion, including in the event of future sign-up attempts.
   The EU Commission provides an internet platform for the online resolution of disputes (the ‘ODR platform’). The ODR platform can currently be accessed at the following link: http://ec.europa.eu/consumers/odr/. The first point of contact is the BVG at datenschutz.bvgmuva@bvg.de. However, BVG is neither willing nor obliged to participate in dispute resolution proceedings before consumer arbitration boards insofar as the BVG Muva app falls within the scope of this regulation.
3. Unless the user has objected, the BVG Muva app may contain links to third-party websites and applications, including the opportunity to purchase goods and services or participate in special contests, sweepstakes, and other promotions (‘promotions’) offered by our business partners, charities, sponsors, or third parties (‘third-party partners’). Users are responsible for whether they choose to access or use them.
   The BVG is not responsible for and does not endorse any features, content, advertising, products, or other materials on other websites or applications and shall not be liable for them or any matters arising from their use. The BVG is not liable for any content published by third parties. The BVG neither approves of these nor is it responsible for third-party content.
4. With regard to the BVG’s liability for damage not arising from the use of the BVG Muva app, in particular damage in connection with transport, the statutory provisions and Section 17 of the VBB Fares Scale, Part A apply.

9. Changes to the terms and conditions of use

The BVG is entitled to change the terms and conditions of use as necessary.

Users will be informed of amended policies in text form (e.g. via the app or by email) at least six (6) weeks before they come into force.

Last updated: [16.01.2025]