Terms and Conditions of Sale and Use
Please read these Terms carefully before You purchase any Products from Us as they explain important information about the basis on which We sell Products to You. You should print and save a copy of these Terms for Your records.
Please pay particular attention to sections 1, 3, 6 and 9.
By purchasing any Products from Us, You are agreeing to be bound by these Terms. If You do not accept the Terms, you should not purchase Products from Us.
We have the right to refuse to sell or renew any Product to You for any reason.
We may change these Terms from time to time so please check that you are happy with the Terms each time you purchase a Product from Us. Any changes to these Terms will not affect Your previous purchases.
1.1 The Products We sell are tokens for use on public transport services supplied by bus, tram and rail operators (“Operators”). We do not sell services and the Products do not represent an entitlement to travel on any specific service. All services (including routes and frequencies) are within the complete discretion of the Operators.
1.2 The media onto which Our Products are issued, unless stated otherwise or issued by another Agent, remains the property of TravelMaster.
1.3 The use of all Products is subject to the conditions of carriage of the Operator howsoever branded for each journey You make. Please read the Operator’s conditions of carriage before travelling on any of its services.
|Arriva Bus||Stagecoach Supertram||Cross Country Trains|
|First South Yorkshire||East Midlands Trains|
|Stagecoach Yorkhsire||Transpennine Express|
|Sheffield Community Transport||Arriva Rail North|
|South Pennine Commuity Transport|
|High Peak Buses|
|Powells Bus Co|
Rail users will also be subject to the National Rail Conditions of Carriage and Products will remain valid on any subsequent franchise holder for the above 4 Train Franchises.
2.1 It is Your responsibility to ensure that You have purchased the right Product for the journey You intend to make prior to departure.
2.2. What transport can I use my Product on?
2.2.1. Each Product is valid for specific forms of public transport with selected Operators. You can only use Your Product on the types of transport and with the Operators specified for Your Product. The Products can only be used for standard class travel.
2.2.2. Products cannot be used for travel on services designated as school services, any controlled rail (Reservation required) services or on any ‘special’ services which the Operator specifies from time to time. Please note that the Operators have complete discretion over what services are included within a Product’s validity and We have no control over this.
2.3 Where can I travel using my Product?
2.3.1. All of our Products are subject to geographical zone boundaries and each Product is valid only for a specific zone (see table at paragraph 3.1 below). You should not attempt to use any Product outside of its allocated zone. All information on the zones that apply to each Product can be found at www.sytravelmaster.com, in leaflets at any Travel South Yorkshire Interchange (subject to availability) or by ringing Traveline on 01709 51 51 51 between the hours of 8.30am to 6.00pm, 7 days a week. We may alter the boundaries of the zones from time to time but this will only affect Products purchased after the changes were made.
2.3.2. Products that include rail travel can only be used for journeys to or from stations at which passengers can board or alight. They cannot be used as part-payment for journeys that go beyond a Product’s valid zone(s), except as payment for travel between two or more stations within the valid zone where You have purchased a valid ticket for the rest of the journey at the time of departure. For example, if you purchase a Product that is valid for rail travel in the Gold TravelMaster zone and You want to travel from Sheffield to Leeds on a train that stops at Barnsley, you could use the Product as part payment in respect of Your journey from Sheffield to Barnsley, provided that You have a valid ticket from Barnsley to Leeds at the time of departure from Sheffield.
2.4 When can I use my Product?
2.4.1 Products are valid for the date(s) shown on the Product only and can be used during normal service times. Products are not valid for travel on any late night services (for which the bus number will usually start with a “N”) unless specifically stated.
3.1 Zones & Transport Methods
|Product||Bus Included?||Rail Included?||Tram Included?||Valid Zones|
|BConnect||Yes||No||No||Barnsley TravelMaster Zone|
|CityBus & Student CityBus||Yes||No||No||Sheffield TravelMaster Zone|
|CityWide||Yes||No||Yes||Sheffield TravelMaster Zone|
|DonConnect||Yes||No||No||Doncaster TravelMaster Zone|
|GetAbout||Yes||No||Yes||GetAbout TravelMaster Zone|
|GetAbout+||Yes||Yes||Yes||GetAbout TravelMaster Zone|
|RConnect||Yes||No||No||Rotherham TravelMaster Zone|
|Yes||No||Yes||South Yorkshire TravelMaster Zone|
|Yes||Yes||Yes||South Yorkshire TravelMaster Zone|
3.2 Other Specific Terms
|GetAbout & GetAbout+||These Products may only be issued and used by persons aged 5 - 19 years in on presentation of a valid entitlement card. We will only accept the following entitlement cards:
MegaTravel Pass and
16-18 Travel Pass;
|These Products may only be issued to and used by individuals aged between 16 years and the day before their 19th birthday.|
|These Products may only be issued to and used by individuals aged between 19 years and the day before their 21st birthday.|
|These Products may only be issued to and used by individuals aged between 21 years and the day before their 26th birthday.|
4.1. All Products (whether on paper, or smartcard) must be presented to the driver / conductor / inspector / guard on request during Your journey (including on boarding any bus) along with Your photocard / proof of entitlement (if required for a specific product – see paragraph 3.2 above).
4.2. Possession of a Product does not give You priority over any other passengers.
4.3.1. If Your Product is issued on a smartcard, you must present the smartcard on the smart reader on board the service. If you do not do this, Your Product will not be valid and You may be liable for a standard/penalty fare for travelling without a valid ticket. Some Operators do not have smart readers yet (including all trains) and You must present your paper counterpart showing the same smartcard number on board such services.
4.3.2. If Your Product came with a smartcard and a corresponding paper counterpart You must carry both, and present both on request, for all journeys that You make using such Product.
4.3.3. If You have a valid Product and Your smartcard does not work, or the smart reader on board a service does not work, You may be charged for Your journey. Please retain Your smartcard / proof of purchase and contact Us if this happens.
4.4 Products issued on paper
4.4.1. If You wish to purchase a Product via an on-board Electronic Ticketing Machine (ETM), You must purchase this immediately on boarding the service or when requested. If You do not do so, You will be travelling without a valid ticket and may be liable to pay a standard/penalty fare.
4.4.2. Some Products are issued onto scratch cards. It is Your responsibility to ensure the Product is correctly validated for each journey [- i.e. by scratching off the appropriate date of travel and appropriately laminating the scratch card.
4.4.3 It is Your responsibility to ensure that any paper Product remains legible. Operators may not accept damaged or defaced paper Products.
5.1 You cannot use a product:
5.1.1. Outside of the validity dates (i.e. before the Product’s start date or after the expiry date);
5.1.2. Beyond the designated boundary zones;
5.1.3. Which has been defaced or mutilated;
5.1.4. That has been issues to someone else and is not transferable (i.e. because it is personalised or is subject to age restrictions);
5.1.5. For multiple passengers on the same service (unless specifically authorised for the Product concerned); or.
5.1.6. Unless You present the smartcard and paper counterpart (where both were issued at the time of purchase).
5.2. Where You are found to be doing any of the above prohibited acts, or We reasonably suspect that You have done any of the above, We (or any of our employees, representatives, employees of South Yorkshire Passenger Transport Executive, or any Operator’s employees (including drivers, conductors, guards, inspectors and other authorised persons) (our “Employees and Representatives”) can confiscate the Product and/or Your smartcard and paper counterpart.
[Please note that the appointment held by Employees and Representatives is irrelevant to their right to withdraw a Product, smartcard or paper counterpart and it does not matter whether such person is wearing a uniform or not.]
6.1 General points to note on refunds:
6.1.1. All refunds are issued at Our absolute discretion. This means that, except where the Product is faulty (see section 9) We have the right to refuse to give a refund for any reason.
6.1.2. No refunds will be given in respect of 1-day or 7-day Products.
6.2. Full refunds for unused Products:
6.2.1. You can request a full refund for any annual, Termly or 28-day Product returned to Us (and received by Us) prior to the date on which the Product becomes valid for use. For example, if You want to return a Product that is valid from 1 December, We need to have received it, along with your proof of purchase and refund information (as explained further in section 6.6 below), by no later than 30 November in order for You to qualify for a full refund.
6.2.2. It is Your responsibility to ensure that You return the Product to Us in plenty of time before the start date of the Product.
6.2.3. If We receive a returned Product after the Product’s start date, We will refuse to give a refund and return the Product to You.
6.2.4. We reserve the right to deduct an administrative charge from any refund provided up to £5 for 28-day Products and £25 for annual Products.
6.2.5. No refunds will be issued for Products bought in error, except in accordance with this paragraph 6.2.
6.3. Partial refunds
6.3.1. You can request a partial refund for any annual, termly or 28-day Product which has not expired at the date We receive it back.
6.3.2. No partial refunds will be given in respect of 7-day or 1-day Products, or for annual or 28-day Products that have expired as of the date that We receive it from You.
6.3.3. Any refund given will be calculated from the date that We receive the returned annual or 28-day Product to the expiry date of the Product. This will be based on the cost of the annual / 28-day Product minus the amount that would have been paid by You for a Product covering the duration that You possessed such annual or 28- day Product. You will not be entitled to a refund in respect of the period from which You stopped using the annual or 28-day Product to the date on which We receive the returned Product.
6.3.4. Any refund provided would be calculated by deducting the cost of a Product in respect of the period used (up to and including the date We receive it back) from the price paid for the Product.
6.3.5. We reserve the right to deduct up to £25 from any partial refund as an administrative charge.
6.4 Lost or Stolen Products/smartcards
6.4.1. Due to the nature of the Products and the need to minimise fraud, We are unable to offer any refunds or replacements for lost or stolen Products / smartcards, except for:
188.8.131.52. Annual Products which have a photograph of the holder. We will provide 1 free replacement and 1 further replacement at the cost of £50. The replacement Product will only be valid for the remaining unexpired period of the original Product; or
184.108.40.206. Personalised smartcards. All replacements will be issued at the cost of £7 and any Products written onto the original smartcard will not be replaced or refunded.
6.4.2. We cannot provide a refund or replacement for any lost or stolen product issued on paper.
6.5 Withdrawn Products / smartcards
6.5.1 We will not issue any refunds for Products / smartcards that have been withdrawn by Us or Our Employees and Representatives where You have, or We suspect that You have, misused the Product / smartcard. This includes using it outside of the designated travel zone for that Product, using a personalised smartcard belonging to someone else or travelling without a valid Product.
6.6. Refund Process
6.6.1. To return a Product You must accompany it with:
220.127.116.11. The smartcard and counterpart (if applicable);
18.104.22.168. A written request for a refund;
22.214.171.124. Proof of purchase (i.e. your receipt [or email confirmation]); and
126.96.36.199. Details of your full name (as it appears on your bank account), your bank account number, sort code, and an address for returning your smartcard (if applicable). [We will only use this information for processing Your refund and We will securely delete this information once Your refund has been processed.]
6.6.2. You are responsible for providing Us with correct information. We will not be liable where You have provided Us with any incorrect information, including where You have provided incorrect bank account details resulting in a refund being processed to the wrong account.
6.6.3. Returns requests must be made to the following address:
188.8.131.52. TravelMaster Refunds, 11 Broad Street West, Sheffield, S1 2BQ
6.6.4. We recommend that You return any Product to Us by recorded delivery as You will be responsible for the Product until We have received it. You will also be responsible for the cost of returning the Product to Us (unless it is faulty). If You do not pay the correct postage We will not issue a refund or return the Product.
6.6.5. Where We agree to a refund, We will issue the refund by the original form of payment, if You paid by debit or credit card or otherwise by BACS. We are not able to issue any refunds in cash.
6.6.6. Where possible, We will return Your smartcard to You once a refund has been issued / refused unless you specifically state that You do not want Us to do so. We will deduct £3 from any refund issued to cover the costs of administration and postage.
7.1. We will ensure that our points of sale are fit for purpose and that any automated or self-service processes used by Us or Our agents to retail Products are thoroughly tested and designed for customer ease.
7.2. We will mandate that any automated or self-service point of sale incorporates a three stage Product confirmation process to ensure that We supply You with a product to your own specification. We will proactively ensure the provision of accurate information at those points of sale to specifically assist You in making that selection.
7.3. We will not accept liability for any error You make in the selection of a product; however we will provide a 48 hour grace period whereby You may seek a refund or perform an exchange for a correct Product. This 48 hour period applies to errors reported to Us or Our agent in person at, or as practicably close to, a point of sale during the operational hours of that specific point of sale. This 48 hour Grace Period does not apply to reports of errors made over the phone or via e-mail and will not be available to customers outside of the trading hours of the Point of Sale used.
7.4. We will not provide any refund outside of those covered by clause 6 in the event that You purchase the incorrect ticket and this error is not reported in accordance with clause 7.3.
8.1. If any Product You purchase is faulty or does not comply with the Contract, please contact Us as soon as possible using the contact details in section 12.
8.2 We will not provide a refund for products that do not work due to accidental damage (cracks, bends, and dints).
8.3 Replacements for products that do not work due to accidental damage (cracks, bends and dints) are provided at Our sole discretion and We have the right to refuse to provide a replacement for any reason.
9.1. Subject to section 9.3 below, if We fail to comply with these Terms or supply a Product that is not fit for purpose, We shall only be liable to You for losses that You suffer as a foreseeable consequence of Our failure.
9.2. The Products are a token which You can use to travel on certain public transport services. We do not provide the service and We have no control over the operations of individual Operators. Therefore, We will not be liable for any costs, loss, damage, injury or inconvenience that You sustain as a result of any acts or omissions by an Operator or its employees (including where an Operator withdraws a service, cancels a service (whether temporarily or permanently) or operates a late service) unless such failure is caused by Us directly. You must raise any concerns or complaints that You have relating to public transport services with the relevant Operator. Any remedy provided by Us in such scenarios will be at Our complete discretion and You do not have any right to a remedy from Us.
9.3. Nothing in these Terms excludes or limits Our liability for:
9.3.1. Death or personal injury caused by our negligence;
9.3.2. Fraud or fraudulent misrepresentation by Us;
9.3.4. Any breach of the obligations implied by The Consumer Rights Act 2015 (which states that We must have the right to sell the Products and that the Products will be sold free from any charge or encumbrance that We haven’t told You about); or
9.3.5. Any other matter which We are not allowed to exclude under the laws of England and Wales.
9.4. To the extent that You purchase a Product from Us as a business customer (i.e. as part of Your trade, business, craft or profession or on another trader’s behalf), Our liability will be limited to the price of the Product and We will, under no circumstances be liable to You, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for:
9.4.1. Loss of profits, sales, business or revenue;
9.4.2. Loss or corruption of data, information or software;
9.4.3. Loss of business opportunity;
9.4.4. Loss of anticipated savings;
9.4.5. Loss of goodwill; or
9.4.6. Any indirect or consequential loss.
10.1. We will not be liable if We are unable to perform Our obligations under these Terms due to events which are genuinely beyond Our reasonable control (as applicable), and vice versa.
11.1. The Contract is between You and Us. No other person shall have any right to enforce any of its terms.
11.2. Each of the terms of the Contract operates separately. If any court or relevant authority decides that any term is unlawful, such term shall be deemed deleted and the rest of the Contract will continue to be valid.
11.3. If We do not insist that You perform Your obligations under the Contract, or We do not enforce Our rights against You, or delay in doing so, that does not mean that We have waived Our rights against You and does not mean that You do not need to perform those obligations. If We do waive a default by You, We will only do so in writing, and that will not mean that We will automatically waive any later default by You.
11.4. The Contract is governed by the laws of England and Wales and any dispute between You and Us will be dealt with in a court in England and Wales. However, You may have the right to apply the law of Your own country to the Contract and to bring a claim in Your country of residence.
12.1. We are SCR Ticketing Company Limited (Trading as TravelMaster), a company registered in England and Wales (company number 109965919) at TravelMaster, 11 Broad Street West, Sheffield, S1 2BQ.
12.2. You may contact Us by telephone on 0114 2211 444 at any time between 9.30am and 5.00pm, Monday to Friday, by email to email@example.com or you can write to us at our trading address above.
12.3. Whilst We hope that You will not need to, You can use these contact details if You wish to make a complaint.