Brighton & Hove

Terms & Conditions

The Key

Use of the key Smartcard ("the Smartcard") is subject to these Terms and Conditions together with Brighton & Hove Bus Company Conditions of Carriage. 'Brighton & Hove Bus Company' is the trading name of Brighton & Hove Bus and Coach Company Limited ("the Company").

On the issue of the Smartcard, it is possible to store SAVER tickets for travel on the Company's services. Each time the holder uses it, the Smartcard will register and any SAVER tickets will expire after the number of days that have been purchase have ended. The Smartcard cannot be used unless it has been topped up with valid tickets, and that the registered holder is responsible for keeping it recharged.

SAVER tickets are able to be validated for 12 months from the date of purchase. Un-validated SAVER tickets will expire 12 months from their purchase date. No refunds will be given for SAVER tickets which remain unused after this time. However, if further SAVER tickets are added to the Smartcard by Topping Up with further SAVER tickets, the life of all SAVER tickets remaining on the card at that point will be extended for 12 months from the date of Topping Up.

This excludes annual products, for which a start date is specified by the customer at the time of purchase.

The website will not be updated with the number of SAVER tickets left on a Smartcard until the Smartcard has been presented to the reader on a bus following any Smartcard Top Up. Update of the website may not be available until the following day.

The Smartcard does not hold money, and is not a stored value card at the current time.

Drivers and officials of the Company may inspect the Smartcard at any time and it must be shown on request.

All Smartcards remain the property of the Company. The Company reserves the right to withdraw individual Smartcards, and the Smartcard service generally, at any time.

The registered holder of a Smartcard agrees to inform the Company in writing of any change to their name, address or other details (either by post, e-mail to thekey@buses.co.uk, or by editing contact details through the Company's website). This will enable contact to be made to issue a replacement for a lost Smartcard or return a found Smartcard (if not cancelled).

Smartcards are transferable. Photocards can only be used by the holder of the card. However, the user must fit the same criteria if the Smartcard is a concessionary card such as the Young Person's card. It is the User's responsibility to carry valid ID.

A registration form must be completed before a card is issued. The Company may refuse to issue a Smartcard at its discretion.

If there has been no use of a Smartcard for one year then the Smartcard will automatically be cancelled.

Lost or stolen Smartcards can be replaced. A minimum fee of £5 will be charged for each replacement Smartcard.

Damaged Smartcards can be replaced, a £5 replacement fee may still be applied. If the Company believe the Smartcard has been tampered with in any way it may be withdrawn without refunding the remaining value. A driver or other official of the Company is entitled to retain any Smartcard which they believe has been tampered with, is being misused or which has become electronically unreadable. Where the Smartcard is faulty it will need to be returned to the Company before a new card can be issued free of charge.


Use

Registered holders must take care of the Smartcard, and ensure it is not crushed or folded, is not placed near any strong magnetic or electric fields, allowed to get wet or exposed to extremes of temperature.

On boarding a bus the Smartcard must be placed on or near the card reader so that the reader indicates it has been properly read by making an audible 'bleep' and showing a green light. Only when this positive confirmation of reading has been received is the registered holder treated as having made valid payment for that journey.


Top ups via the internet

If the Smartcard is topped up before 9pm over the internet from the site www.buses.co.uk the top up will be available for use the following day.

This excludes both the Annual and Pay Monthly Savers, as these product types require a pre-determined start date of at least 48 hours after the transaction is completed. Some route 12 journeys will also experience a slight delay, due to a reception problem in Eastbourne. Route 12 services affected Monday to Friday are 5.53am, 6.12am, 6.43am, 6.56am, 7.16am, 7.36am, 8.11am and 9.11am, departing from Eastbourne Garage. Services affected on Saturdays are 6.56am, 7.16am, 7.36am, 8.11am, 8.59am and 9.11am, departing from Eastbourne Pier. Services affected on Sundays are 8.48am, 8.59am, 9.29am and 9.59am, departing from Eastbourne Pier.

Online top ups must be collected on the bus within 90 days of purchase. If a top up remains uncollected after 90 days it will not work and the registered holder must phone 01273 886200 to have it reactivated.


Lost or stolen cards

The loss, theft or failure of a Smartcard must be notified to Customer Services at the Company as soon as possible. This can be done by telephoning 01273 886200 or by calling into 1 Stop Travel.

The Company cannot prevent the unauthorised use of a lost or stolen Smartcard until it has been reported by the registered holder to Customer Services, when it will be cancelled. Cancellation may take up to 48 hours to come into effect. Until it is cancelled, the registered holder will be liable for the unauthorised use of the Smartcard.

The Company will not be liable for any travel costs incurred between the reporting of a lost or stolen card and the receipt of a replacement Smartcard.

Once cancelled, a Smartcard cannot be 're-activated'.


Replacement Cards

A replacement Smartcard will be issued at a minimum charge of £5 and any outstanding SAVER tickets will be transferred to the replacement card.


Refunds

Refunds are only granted in exceptional circumstances and are entirely at the discretion of the Company. Refunds must be applied for in writing. If granted, a refund will always be calculated on a non pro rata basis which fairly accounts for the travel used. A £10 administration charge will be made for all refunds. 'Refunds' are not to be confused with the transfer of outstanding SAVER tickets from a lost, stolen, or damaged Smartcard.


Data Protection

The Company will not pass details of registered holders on to any third party except as required by law.

The Company will only use information that the registered holders have supplied for administration (including development and maintenance of systems), customer services and research, and detection and prevention of crime. Unless the relevant box has been ticked on the application form, registered holders agree that the Company may also contact them with updated information about The Company's services such as timetable changes, price changes, special offers and other related products and services.


CORRUPT AND DAMAGED CARD POLICY


Where a Smartcard is faulty and the fault is not because of a failure on the part of the registered holder to take care of it, the Company will replace it free of charge and will endeavour to replace any unused SAVER tickets. Where the Smartcard is faulty it will need to be returned to the Company before a new card can be issued free of charge.


Where a card malfunctions because the Company reasonably believes it has been misused or the registered holder has failed to take care of it, the Company reserves the right to charge £5 for its replacement, and the Company will endeavour to replace any unused SAVER tickets.


Irrespective of the policy above, we reserve the right to withdraw the card at any time.


Variation


The Company reserves the right to vary these Terms and Conditions from time to time.