General Conditions of Sale

updated on 01/08/2024

Keolis Tours operator of the Fil Bleu network on behalf of Tours Métropole Val de Loire

• address : avenue de Florence 37700 Saint Pierre des Corps
• RCS : 311 567 416 RCS Tours
• VAT number : FR 75 311 567 416
• Customer Service phone number : 02 47 66 70 70

The purpose of these general terms and conditions is to govern the terms and conditions of sale and use of transport vehicles and tickets in the services of the Fil Bleu network (bus lines, trams, taxis, park-and-ride facilities, bicycle parks and horse-drawn carriages) which serves the urban perimeter of the Syndicat des Mobilités de Touraine and managed by Keolis Tours, hereinafter referred to as the Operator. Together with the Public Rules of Use, these conditions form the transport contract governing the obligations between the customer and the Operator, applicable to all the services of the Fil Bleu network and materialised by the medium and the transport ticket.

These general terms and conditions also define the rights and obligations of the parties in the context of the use of the e-shop and online sales on the filbleu website.fr, as well as M-Ticket purchases on the Fil Bleu mobile application.

The fact of placing an e-shop order implies unreserved acceptance of these general terms and conditions. To be able to validate their order, the Customer must tick the box "I accept the general terms and conditions of sale and use".

These terms and conditions and the Public Rules of Use can be consulted on the website. To obtain a copy of them or for any question relating to their application, the customer is invited to contact the Fil Bleu network :

• Via his personal space on filbleu.fr
• by email to
• by phone on 02 47 66 70 70 between 7:30 am and 7:00 pm
• by mail to Fil Bleu – Customer Service - Avenue de Florence 37700 ST PIERRE DES CORPS
• At the Fil Bleu sales agency - 9 rue Michelet 37000 TOURS

The prices of Fil Bleu fares are set by the Syndicat des Mobilités de Touraine on 1 August of each year. The date may vary and the Operator will inform its customers at its sales office and on its website filbleu.fr.

They are expressed in Euros including VAT and excluding delivery costs, in the price lists available in all Fil Bleu points of sale or recharging and on the filbleu.fr website.

A delivery fee of €1 is applied for the purchase of a contactless card or ticket via the e-shop. Delivery costs are the responsibility of the customer and are indicated before the validation of his order. These fees are free of charge for any customer who opts for payment by direct debit of their monthly pass or for the Liberté formula or for the purchase of M-Ticket tickets via the Fil Bleu mobile application.

Children under 11 years old are free of charge. No ticket is required for children under 5 years old. To travel in good standing on the Fil Bleu network, Customers aged 5 to 10 must have a support (contactless card or ticket), loaded with a free 5-10 year Pass ticket valid for the entire duration of the journey (1 hour) and validate it on a Fil Bleu validation device, each time they board a bus or tram.

The single fare and the travel fare are valid for one person only. Each trip is valid for 1 hour, unlimited connections during the hour. A specific and different fare is offered when selling on board a bus, coach and resabus.

The 2-journey ticket is valid for one person only. Each trip is valid for 1 hour, unlimited connections during the hour. A specific and different rate is offered when selling on board a bus, coach and resabus

The 1h Family ticket is valid for 3 to 4 people travelling together on Saturdays, Sundays and holidays. The ticket is valid for 1 hour, unlimited connections during the hour. This ticket is valid regardless of the composition of the group of 3 to 4 people. For example, the fare can be purchased for 2 children under 11 years old and 2 adults.

The 24-hour ticket is valid for one person only. It is valid for 24 hours following the first validation, unlimited connections during this period.

The 48-hour ticket is valid for one person only. It is valid for 48 hours following the first validation, unlimited connections during this period.

The bicycle parking ticket is valid for a period of one year. It only allows its beneficiary to access bicycle parking. Other Fil Bleu services are not accessible with this ticket.

The bicycle parking ticket is valid for a period of 24 hours. It only allows its beneficiary to access bicycle parking. Other Fil Bleu services are not accessible with this ticket.

The 24h, 48h, 72h, 96h, 120h and 168h PASS tickets are valid for one person only. They are valid for 24 hours, 48 hours, 72 hours, 96 hours, 120 hours and 168 hours respectively after the first validation. Unlimited connections during this period. They are sold exclusively by the Tourist Office to convention attendees and as part of the City Pass.

The Park & Ride ticket is valid for 1 to 4 people in the car at the entrance to the P+R. Each person has a ticket valid for the whole day of purchase. Unlimited connections during this period.

The group ticket can be used during off-peak hours (from 8:30 a.m. to 4:30 p.m.) for a group of 10 to 20 or 21 to 40 people during the school term. During school holidays, it can be used without any time restrictions. The group ticket is valid for 1 hour, unlimited connections during the hour.

Schools or associations travelling with children under the age of 11 benefit from a free group ticket. However, it must be validated, and valid for 10 to 40 people travelling together on the same time restrictions and days as the network's group tickets. Accompanying adults and children aged 11 and over must have a ticket to travel. 

Subscriptions entitle you to free movement on the entire Fil Bleu bus+tram network, including P+R, P+V and horse-drawn carriages. They are broken down as follows:

1. The 5 – 10 year old pass is valid free of charge for a single person aged 5 to 10 years old. It will be valid until the child is 11 years old.
2. The 11 – 18 year old Pass is valid for a single person aged 11 to 18 years old, from the 1st to the last day of the month. For 10 consecutive months purchased, the 11th and 12th are offered upon presentation of proof of purchase.
3. The 19 – 25 year old pass is valid for a single person aged 19 to 25 years old, from the 1st to the last day of the month. For 10 consecutive months purchased, the 11th and 12th are offered upon presentation of proof of purchase.
4. The 26 – 64 Pass is valid for a single person aged 26 to 64, from the 1st to the last day of the month. For 11 consecutive months purchased, the 12th is free upon presentation of proof of purchase.
5. The Pass + 65 years old is valid for a single person aged 65 and over, from the 1st to the last day of the month. For 11 consecutive months purchased, the 12th is free upon presentation of proof of purchase.
6. The annual Student Pass is valid for a single person up to the age of 25, whether a student in higher education or an apprentice, from the 1st day of purchase to the last day of the 12th month. The price includes 2 months free. It is payable at the time of purchase, in a single payment and non-refundable.
7. The QF 700 Pass is valid for a single person whose household Family Quotient is between €551 and €700 inclusive and residing in the Fil Bleu perimeter made up of the municipalities of Tours Métropole Val de Loire and the municipalities of La Ville-aux-Dames, Vouvray and Vernou sur Brenne. Subscription valid from the 1st to the last day of the month.
8. The QF 550 Pass is valid for a single person whose household Family Quotient is between €351 and €550 inclusive and who resides in the Fil Bleu perimeter made up of the municipalities of Tours Métropole Val de Loire and the municipalities of La Ville-aux-Dames, Vouvray and Vernou sur Brenne. Subscription valid from the 1st to the last day of the month.
9. The QF 350 Pass is valid for a single person whose household Family Quotient is less than or equal to €350 and residing in the Fil Bleu perimeter made up of the municipalities of Tours Métropole Val de Loire and the municipalities of La Ville-aux-Dames, Vouvray and Vernou sur Brenne. Subscription valid from the 1st to the last day of the month.
10. The AAH Pass is valid for a single person who is a beneficiary of the Disabled Adult Allowance and lives in the Fil Bleu perimeter made up of the municipalities of Tours Métropole Val de Loire and the municipalities of La Ville-aux-Dames, Vouvray and Vernou sur Brenne. Subscription valid from the 1st to the last day of the month
11. The "Invalide" fare entitles you to free travel on the entire Fil Bleu network, from the first to the last day of the year. An application fee of €10 is applied each year at the time of renewal of rights. This title is offered to holders of the disability or Mobility Inclusion card, whose disability rate is 80% and +, to beneficiaries of a pension following an occupational disease or accident at work whose disability rate is 66% and +, to holders of the veteran's card with a rate of 75% and +. The customer can request a second transport card, under the same conditions. To do this, the mention "Need for support" must appear on their disability or Mobility Inclusion card.
12. The Freedom ticket is loaded on a nominative medium. It is exclusively sold in post-payment, by direct debit.
13. The Liberté Pro title is loaded on a medium established in the name of the sponsoring company. It's a title to travel. It is sold exclusively by invoicing. It is reserved for associations, companies or educational establishments.
14. The Fil Bleu Carriage service is accessible free of charge to any Fil Bleu customer with a contactless card loaded with a valid monthly Fil Bleu subscription. It must be presented to the coachman when boarding the carriage. Fil Bleu travel tickets do not allow you to use the Calèche. The Carriage fare is sold by the coachman or on the M-Ticket application. It is valid for 1 person and for the tour on which it was purchased. Connection impossible on the other lines of the Fil Bleu network.
15. The event day ticket is valid for one person only. It is valid for a specific day, unlimited connections during this period. The event days are communicated by Fil Bleu on its website and other media.

The contactless card can be created or reconstituted at the Fil Bleu sales office or on the e-shop on the filbleu.fr website.

The Customer can have a contactless card issued :

1. Nominative : the photo, surname and first name of the Customer are printed on the card and his/her personal data is stored electronically. The card is strictly personal and can accept travel tickets or subscriptions that can be recharged by any payment method.
2. Nominative with anonymised data: the photo, first and last name of the Client are printed on the card and their personal data is not retained. The card is strictly personal and can accept travel tickets as well as any subscription related to the age of the customer and rechargeable in prepayment only.
3. Anonymous: only the word "Anonymous" is printed on the card and no personal data is entered or stored. The card is called "bearer". It can only accept prepaid rechargeable travel passes.
4. A card creation fee of €2 is charged to Customers for the production of their 1st card. They are offered to any customer opting to pay for their subscription by direct debit, for the Liberté formula, as well as to people benefiting from the QF and AAH Pass.

Card reconstitution fees are requested in the following cases: the card is expired, lost or stolen, damaged, the Customer wishes to change an element on his card (photo, surname, first name, etc.) or the card has been seized by the verification agents in the case of use by a third party. They amount to €10 and €5 for any customer opting to pay for their subscription by direct debit, for the Freedom formula, as well as to people benefiting from the QF, AAH Pass and Free 5-10 Year Old Pass. Payment of these fees is made by cheque, cash or traditional bank cards equipped with contactless technology, at the Fil Bleu sales agency located at 9 rue Michelet in Tours, at the time of reconstitution of the card.

As long as the Customer has not had their card remade, they must purchase a ticket before boarding a Fil Bleu vehicle. The Client may not demand any compensation or reimbursement of the title(s) purchased during this period.

The contactless ticket is non-nominative and rechargeable. It has a lifespan of 2 years. When this date is reached, the medium is permanently no longer usable.

To encourage reuse and recharging, a fee of €0.10 is applied to the first purchase of the "Contactless Ticket" support. Contactless ticket reloading is possible on board the buses, at ticket machines in Tramway stations, at Fil Bleu recharging points (retail dealers), at Fil Bleu mobile stands and at the Fil Bleu sales agency. Prices are indicated at the sales office and on the filbleu.fr website.

The reuse of contactless tickets is not possible in the Fil Bleu automated park-and-ride facilities.

No fees are applied to the tickets available on the M-Ticket.

• The contactless card and ticket have a lifespan of 8 years and 2 years respectively. When this date is reached, the media is permanently unusable. To continue to travel on the Fil Bleu network, the Customer must go to the Fil Bleu sales agency located at 9 rue Michelet in Tours, in order to have a new support remade.

• The securities present in the expired medium are transferred in full to the new one. A creation fee is charged. No redemption of securities is possible.

The sale of tickets is subject to the following special conditions.

All tickets are available at the Fil Bleu sales agency - 9 rue Michelet in Tours.

Other points of purchase or recharging of tickets are bus drivers, Fil Bleu recharging points (custodian traders), Fil Bleu itinerant stands, Park & Ride agents, ticket machines in Tramway stations, direct debit, via the e-shop on the filbleu.fr  website and on the Fil Bleu M-Ticket application.

Commercial advantages are granted to customers with a monthly subscription: the 12th  month is free if the Customer proves the purchase of 11 consecutive months, for the 26 – 64 year old Pass and the Pass + 65 years old. The 11th and 12th months are free if the customer proves the purchase of 10 consecutive months, for the 5 – 10 year old Pass.

The means of payment accepted at the Fil Bleu sales agency are traditional bank cards with contactless technology, cheques, service cheques, cash and direct debit (see conditions art.6). Some organizations may ask to pay by invoice.

Bus drivers issue Unités, 2 trips, 24h, 1h Family and Events tickets. Only cash payment is accepted. Single and 2-trip tickets are sold at a higher price on buses, coaches and rebuses than at other Fil Bleu ticket distribution points.

The means of payment accepted at our Fil Bleu mobile stands are traditional bank cards with contactless technology, and cheques.

The guards of the Vaucanson, Jean Monnet and Sagerie Park & Ride facilities sell Park & Ride tickets when they are there. They have the ability to top up the entire fare range on contactless cards. The accepted means of payment are cash and traditional bank cards with contactless technology.

The Euro is the currency accepted for payment for services on the Fil Bleu network. The customer is required to make the top-up (art. L112-5 of the Monetary Code of Financial Law) when purchasing from the bus driver or the agent of the guarded park-and-ride facilities. Banknotes worth more than €20 are refused.

At ticket machines in tram stations and bus stops, payment can only be made by coins over 10 cents, by traditional bank cards or with contactless technology. Banknotes are refused.

At Fil Bleu retailers, the authorised means of payment are those indicated by the point of sale in question.

On the Fil Bleu e-boutique, payment is made only by credit card. The customer's bank account is debited at the time of ordering. Only orders of an amount less than or equal to 1000 euros, including delivery costs, are accepted. All orders are cancelled in the event of refusal of payment by credit card by the banking institutions.

The M-Ticket of the Fil Bleu mobile application allows you to buy part of the network's fare range. The 1 trip, 2 trip, 10 trip, 24h, 48h, 1h Family, Calèche and event day tickets are available. This list of titles is evolving. The rates applied are those of the Fil Bleu tariff range

Membership in the direct debit is contractual and free of charge.

Monthly subscriptions for 5-10 years old, Pass 26 – 64 years old, Pass + 65 years old, Pass QF350, Pass QF550, Pass QF700  and Pass AAH can be paid by direct debit. The Liberté post-payment formula is paid exclusively by direct debit.

The effective date: the subscription to the direct debit takes place from the 1st of the month following the signing of the contract, as long as the latter is made before the 25th of the previous month. The contract is concluded on the date of signature.

Right of withdrawal: in the event of subscribing to direct debit outside our sales agency, following receipt of a letter or email, the Client benefits from a right of withdrawal that he or she can exercise without penalty and without having to justify any reason, within seven clear days from the date of signature of the contract. When the seven-day period expires on a Saturday, Sunday or public holiday, the period shall be extended to the first following working day.

Duration, suspension and termination: our direct debit contracts are for an indefinite period. Payment for the subscription by direct debit implies the automatic renewal of the subscription each month.

The Customer may suspend or terminate the payment of his/her ticket by direct debit. One or other of the actions is effective on the 1st of the following month as long as the request was made before the 25th of the previous month,

• Via his personal space on filbleu.fr
• by email at service.clients@filbleu.fr 
• by phone on 02 47 66 70 70 between 7:30 am and 7:00 pm
• by mail to Fil Bleu – Customer Service - Avenue de Florence 37700 ST PIERRE DES CORPS
• At the Fil Bleu sales agency - 9 rue Michelet 37000 TOURS

The Operator reserves the right to suspend payment by direct debit for subscriptions benefiting from a reduced rate (Pass QF and Pass AAH) if the Customer does not provide the supporting documents allowing him to meet the conditions for allocation.

If they want to continue travelling, the Customer is then free to top up their tickets by going to the Fil Bleu sales agency, to Fil Bleu approved points of sale or to ticket machines in tram stations.

Date of sampling and notification:

• For the monthly subscription: the debit is made no earlier than the 10th of each month for the current month's subscription.
• For Liberté, the debit is made on the 15th of the month following the customer's travel consumption and if the amount to be debited is greater than or equal to €10 or if the customer has not been debited for 3 months.

Direct debits are made in SEPA format. To pay by direct debit, the Client must complete and sign a mandate and provide a bank account details (IBAN). The Operator then issues him a UMR number for each of his Fil Bleu contracts.

The Operator notifies the Client by email, or by post, at least 5 days before the date of debit. For the monthly subscription, it takes the form of a payment schedule sent once a year and/or each time the Fil Bleu tariff range is changed. The Operator prefers email as a channel for sending notifications.

The Client may dispute an authorised direct debit with their bank within 8 weeks from the date of debiting their account. In the case of an unauthorised direct debit, this period is extended to 13 months from the date of debiting the account. In the event of a dispute that proves to be unjustified, the Operator reserves the right to charge the Client the search fee equivalent to 10% of the disputed amount.

It is the Client's responsibility to communicate, at the time of any conclusion of a subscription and the signing of a mandate, accurate and complete information and to inform the Operator as soon as possible of any modification of said information that may occur during the course of the contract, by post to Fil Bleu – Avenue de Florence 37700 ST PIERRE DES CORPS, by email to . In the event of non-compliance with this obligation, the Client may not claim that the information and/or notifications sent by the Operator in the event of a dispute have not been received.

Commercial certificates: on its filbleu.fr website, the Operator allows its Customers who have opted for direct debit, via their personal space, to access their monthly certificate or the details of the Liberté trips made in the previous month(s) free of charge. The Client may receive any of these commercial documents by mail, by simply making a request

• Via his personal space on filbleu.fr
• by email at service.clients@filbleu.fr 
• by phone on 02 47 66 70 70 between 7:30 am and 7:00 pm
• by mail to Fil Bleu – Customer Service - Avenue de Florence 37700 ST PIERRE DES CORPS
• At the Fil Bleu sales agency - 9 rue Michelet 37000 TOURS

Postal shipping costs amount to €1 for each document sent by Fil Bleu to its Client.

Change of bank owner and change of account:

• In the event of a change of account or bank holder, the bank holder must complete and sign a new mandate for each of his contracts. They must provide a bank account details summarising their new bank details. The bank holder can carry out this formality through the Fil Bleu contact channel of their choice.
• In the event of a change of bank holder, the new bank holder is liable for deferred direct debits not yet paid by the previous bank holder.

The Customer's personal space: the Customer must create a personal space before placing an order on the Fil Bleu e-store. In particular, the customer can find the summary of his orders and his receipts for purchase e-shop or by direct debit, kept for 3 years by the Operator.

7.1 Online order registration and validation

The validation of the basket, then of the payment method, formalises the sales contract signed with the Operator.

Any order implies acceptance of these general terms and conditions.

The Operator acknowledges receipt of orders by sending the Client a summary email.

7.2 Order Suspension and Cancellation

For any problem related to the order, the Operator may have to suspend or cancel the order until the problem is resolved. The Operator shall then inform the Client by email.

In the event of order cancellation, any amount paid via the Fil Bleu e-boutique will be refunded to the Customer's account within 30 days of such cancellation.

7.3 Delivery

Contactless card or ticket ordering: the Customer receives the contactless card or ticket by La Poste. The delivery time is indicated to the customer during the order summary. A click and collect service is available to customers to have their card available within 24 hours after validation of their purchase in the e-shop. A text message will be sent to the customer to notify them of the availability of the card. The 24-hour delay is not a firm commitment and may depend on the time of creation of the card by the customer on the e-shop.

7.4 Ticket ordering

Contactless cards can be topped up via the e-shop. For contactless ticket top-ups, see article 3[BA1] .

The Customer must swipe their contactless card in front of a ticket validator (on a bus or tram) or a ticket machine at a tram station to load the ticket purchased via the e-shop.

In general, the ticket can be activated within 72 hours of its purchase via the e-shop. The Customer is informed when ordering via the e-shop, of the date from which the purchased ticket can be activated.

The date of availability of the ticket for loading constitutes the date of delivery of the ticket.

Late delivery: in the event of a delay of more than 7 working days after the delivery date indicated at the time of the order and, except in cases of force majeure, the Customer may cancel their order by contacting Fil Bleu customer service. In this case, the Customer will be reimbursed within a maximum of 14 days.

7.5 Responsibilities

The Operator is responsible for the proper performance of the obligations resulting from the distance selling contract, unless it proves that the poor performance of the contract is attributable either to the Customer, or to a case of force majeure, or to the unforeseeable and insurmountable act of a third party to the contract.

The Operator cannot be held liable for damage inherent in the use of the Internet, in particular the presence of computer viruses or force majeure.

7.6 Return and refund

Verification of the order: the Client must check that the medium or tickets received or purchased are in accordance with their order. Failing this, the Client must file a complaint with Fil Bleu Customer Service in accordance with the provisions below

Return: In the event of a defective or non-compliant contactless card or ticket (error in the photo or identity of the contactless card holder), the Customer must go to the Fil Bleu sales agency within 8 working days of receipt of their order. On presentation of the defective card, a new card will be issued to him. In the event of a ticket check, the Customer who travels with a non-compliant medium may be fined.

If the ticket loaded on the card or contactless ticket is not the one purchased by the Customer, the Customer must go to the Fil Bleu sales office as soon as possible.

Right of withdrawal: in accordance with Article L221-2 of the Consumer Code, the contract entered into by the Customer when purchasing online is not subject to the right of withdrawal applicable to contracts entered into at a distance: transport tickets, contactless tickets and contactless cards are the media that materialize a passenger transport service.

The Mobile Ticket or "M-Ticket" is the purchase of dematerialised tickets via the Fil Bleu mobile application, from the Customer's smartphone. The M-Ticket of the Fil Bleu mobile application is provided through a tixiPASS account, a service published by Airweb.

By creating an M-Ticket Customer account on the Fil Bleu mobile app, you create a tixiPASS account that you can also access via the tixiPASS mobile app.

8.1 Customer Account

The opening of an M-Ticket Customer account by a person of legal age and legal capacity to enter into a contract is necessary to make a purchase via the M-Ticket of the Fil Bleu mobile application. The Customer is informed that the M-Ticket of the Fil Bleu mobile application requires at least an Android 5 or IOS 12 version. The holder of the M-Ticket Customer account is liable for purchases made in his name, unless he can demonstrate fraudulent use that is not the result of any fault or negligence on his part. He guarantees the truthfulness and accuracy of the information provided by himself or any other third party using his M-Ticket Customer account.

Opening an M-Ticket Customer account via the Fil Bleu mobile application allows the Customer to purchase dematerialized Fil Bleu transport tickets, which can be used on the Fil Bleu public transport network, from their smartphone. The creation of the M-Ticket Customer account, via the Fil Bleu mobile application, creates a tixiPASS account which allows you to connect with the same username and password to either the tixiPASS mobile application or the M-Ticket mobile applications of the tixiPASS member transport networks and to purchase dematerialised transport tickets for the tixiPASS member public transport networks.

8.2 Registration and validation of the purchase

The Customer's consent to the purchase of M-Ticket tickets is materialized by the acceptance of the applicable General Terms and Conditions of Sale (GTCS), the validation of the Basket, and finally the validation of the payment by credit card, made via the M-Ticket of the Fil Bleu mobile application.

Any finalised purchase implies acceptance of the prices and conditions of use of the tickets offered via the M-Ticket of the Fil Bleu mobile application.

The tickets available on the M-Ticket of the Fil Bleu mobile application can only be paid by credit card.

The payment service provider PAYZEN sends the Client a confirmation of the order by e-mail, accompanied by the current T&Cs, allowing the Client to refer to them at a later date.

In the event of non-payment, lack of payment authorization by the banking institutions, or any other problem related to the purchase, Fil Bleu may suspend the Customer's purchase until the problem is resolved or cancel it.

The Customer's bank account is debited at the time of the order confirmation.

In accordance with the provisions of Articles L. 213-1, D. 213-1 and D. 213-2 of the Consumer Code, when the purchase relates to a sum equal to or greater than 120 (one hundred and twenty) euros, Fil Bleu ensures the conservation of the written document that records it for a period of 10 (ten) years and guarantees access to it at all times to the buyer who requests it.

Withdrawal: The Customer is informed that, pursuant to Article L. 221-2 of the French Consumer Code, Tickets sold via the M-Ticket of the Fil Bleu mobile application are not subject to the application of the right of withdrawal provided for in Articles L. 221-18 et seq. of the French Consumer Code with regard to distance selling:  Tickets are the vehicles that materialize a passenger transport service. Any validation of the payment by the Client is therefore irreversible.

8.3 Use of tickets on the M-Ticket app

Tickets purchased via the M-Ticket of the Fil Bleu mobile application must be validated at each entrance by flashing the QR Code inside the Fil Bleu vehicle. To travel validly with an M-Ticket loaded on the Fil Bleu mobile application, the Customer must select an M-Ticket ticket from their digital wallet on the Fil Bleu mobile application and click on "Validate". It then scans the QR code present in each Fil Bleu vehicle. The Customer can pick up the loaded M-Ticket tickets on their Fil Bleu mobile application, on any smartphone via their M-Ticket customer account.

If no QR Code is present or functional in the vehicle, the Customer must have a ticket beforehand to travel (agency, point of sale, bus driver or ticket machine). The absence of a QR code cannot justify travelling without a valid ticket.

In the event of an inspection, the Customer must be able to prove that the identity mentioned on their M-Ticket Fil Bleu Customer account is consistent with the proof of identity requested by the control agents.

The Customer can purchase several M-Ticket tickets with the same device (smartphone). The validation of several different transport tickets is possible to allow several people to travel with a single device (smartphone). Travelling with the same device (smartphone) requires Customers to travel together. In the event of an inspection, a Customer who is unable to present a ticket will be fined with a ticket for travel without a ticket.

No refund of a ticket, even partial, will be made:

• • In the event of free days decided by the Syndicat des Mobilités de Touraine (Organising Authority) or disruptions to the network (bad weather, incidents, demonstrations, strikes, etc.) outside the cases provided for by the law on social dialogue and the continuity of public service in regular land passenger transport and its practical arrangements defined by the Syndicat des Mobilités de Touraine.
  • In the event of an unused ticket.
  • In the event of forgetting their smartphone, unable to access the Fil Bleu mobile application and the M-Ticket (no battery on the phone), missing the proof necessary to use a ticket subject to special conditions (age, residence, etc.), or failing to comply with the conditions of validity of the ticket (failure to validate), the Customer is considered to be in an irregular situation.

All the provisions relating to the control of titles and infringements are contained in the Public Rules of Use, which the Client is invited to consult.

8.4 Responsibilities

The Operator is responsible for the proper performance of the obligations resulting from the sale of M-Tickets via the Fil Bleu mobile application, unless it proves that the poor execution of the sale is attributable either to the Customer, or to a case of force majeure, or to the unforeseeable and insurmountable act of a third party to the sale.

The Operator cannot be held liable for damage inherent in the use of the Internet, in particular the presence of computer viruses or force majeure.

9.1 Personal data

The personal data collected is processed for the main purposes of managing the Ticket, commercial prospecting, preventing and managing non-payment, theft and loss of Tickets, carrying out statistical analyses, as well as combating fraud throughout the period of validity of the Ticket. It is intended for the services of the Réseau Fil Bleu (Keolis Tours, joint data controller with the Syndicat des Mobilités de Touraine), as well as, where applicable, for its partners, subcontractors or service providers, and for persons and organisations legally authorised to receive this data (it being specified that any transmission outside the EU will be carried out in accordance with the regulations). Mandatory information, requested at the time of collection, is indicated by an asterisk. Without providing the mandatory information, the Client's order cannot be completed. The Customer's personal data is kept for the periods necessary for the administrative and accounting management of the subscribed services and the promotion of the services of the Réseau Fil Bleu. For more information, please consult our privacy policy, available on www.filbleu.fr.

The Customer has the right to access, modify, rectify, limit, oppose, delete, port, and post-mortem personal data concerning him/her to exercise with Keolis Tours (operator of the Fil Bleu Network). The Client has the right to lodge a complaint with the CNIL. The Customer may also object to the processing of their personal data for commercial purposes with Keolis Tours.

The Client may exercise their rights, upon proof of identity, by writing to the Data Protection Officer of Fil Bleu at dpo(at)filbleu.fr, or to the postal address (Avenue de Florence 37700 ST PIERRE DES CORPS).

Any telephone call to the (after-sales service of your Ticket, etc.) may be recorded for the purposes of training and evaluation of our employees, as well as for the improvement of the quality of service. To this end, the Client has the right to access, rectify, oppose and delete these recordings.

If the Client has objected to the retention of his photo in digital format, a new photo will be requested for each request to produce his transport card. 

For more information on the processing of personal data, we invite the Client to consult the Personal Data Privacy Policy available at the bottom of the www.filbleu.fr website.

9.2 Defaults

In the event of non-payment, the Client is informed by the Operator by post. The Client is invited to regularise their unpaid debt

• Via the e-shop on filbleu.fr
• by cheque, by sending a letter to Fil Bleu – Customer Service - Avenue de Florence 37700 SAINT PIERRE DES CORPS
• At the Fil Bleu sales agency - 9 rue Michelet 37000 TOURS

In the event of a payment dispute, if, despite reminders, the payment of the sums due by the Client is not made, the Operator reserves the right to block the contactless cards and to register the persons concerned and debited from the same account on an opposition list.

In the event of non-payment of tickets paid by direct debit, the Operator reserves the right to suspend the automatic top-up of the Customer's ticket until the sums due have been paid.

If they want to continue travelling, the Customer is then free to top up their tickets via the e-shop on filbleu.fr, by going to the Fil Bleu sales agency, to Fil Bleu authorised points of sale or to ticket machines in Tramway stations

• Any complaint concerning all of its services can be made to Fil Bleu:

  • Via his personal space on filbleu.fr

  • by email to

  • by phone on 02 47 66 70 70 between 7:30 am and 7:00 pm

  • by mail to Fil Bleu – Customer Service - Avenue de Florence 37700 ST PIERRE DES CORPSAt the Fil Bleu sales agency - 9 rue Michelet 37000 TOURS

• In accordance with Article L.612 et seq. of the French Consumer Code, the Client, after having referred the matter to the Fil Bleu Customer Service and in the absence of a satisfactory response within 2 months, may resort to a conventional mediation procedure with the Tourism and Travel Mediator, whose contact details (MTV Médiation Tourisme Voyage - BP 80303- 75 823 Paris Cedex 17) and referral procedures are available on its website:  www.mtv.travel

• The operator reserves the right to modify these general terms and conditions of sale at any time, which will apply within 15 days of their publication on the Fil Bleu website. The provisions of this document are governed by French law.
• Any dispute shall be submitted to the competent courts of the competent Court