1 Improper use
1.1 TfGM may refuse to renew or replace an existing season ticket and/or ID card if there is reason to suspect that the season ticket and/or ID card have been, or will be, used for fraudulent or improper purposes.
1.2 TfGM may refuse to refund a season ticket if there is reason to suspect that the season ticket has been, or will be, used for fraudulent or improper purposes.
2 Incorrect Issuing of ticket by retailer
2.1 Where a ticket has been incorrectly issued by TfGM, the customer must contact TfGM's head office giving full details (date, ticket type, payment method, etc.) of the transaction. Each refund/replacement enquiry is administered on a case by case basis.
3 Replacement of lost, stolen or damaged tickets
3.1 If a corporate season ticket is lost, damaged, or stolen TfGM will consider a replacement provided that Condition 1 does not apply and:
3.1.1 the lost/stolen/damaged season ticket is valid for more than 31 days; and
3.1.2 the customer agrees to immediately return the lost season ticket, if found, to TfGM's head office.
In all cases, an administrative charge of £20 is payable for the issue of a duplicate season ticket and the replacement ticket will only be issued to the person or Company that purchased the original ticket.
3.2 Only one replacement will normally be provided for lost or stolen season tickets. However, a second replacement will usually be allowed if:
3.2.1 The original season ticket is returned to TfGM's head office within one month of the loss being reported; or
3.2.2 The first or second request for a replacement was a result of a verifiable theft, robbery, or other exceptional circumstances (such as fire or flood) which have been reported to the police, the fire service, or another appropriate organisation. A police reference number or similar identifier would be required as proof.
The £20 administrative charge will apply to the second replacement request.
3.3 No more than two duplicate season tickets will be issued in any 12-month period under any circumstances.
4 Corporate Season Ticket refunds
4.1 If a season ticket is no longer required, a refund will only be made if:
4.1.1 the season ticket is returned to TfGM's head office; and
4.1.2 the season ticket is valid for more than 31 days.
4.2 Refunds are usually not made on a duplicate ticket that has been issued to replace a lost or stolen season ticket. However, applications for such refunds will be considered:
4.2.1 Where the original season ticket is returned to TfGM's head office within one month of TfGM being notified of the relevant loss; or
4.2.2 In circumstances such as the redundancy, pregnancy, or prolonged illness of the holder, provided supporting evidence is supplied which is satisfactory to TfGM.
4.3 Refunds are calculated from the date the returned season ticket is received at TfGM's head office. If the ticket holder was ill and, consequently, unable to hand the ticket in earlier, a refund will be calculated from the date the illness started, provided that a medical certificate or other evidence satisfactory to TfGM is produced (for example, a letter from the employer on headed notepaper may be sufficient) covering the period from the start of the illness until the ticket is returned to TfGM. The refund will be calculated on the remaining days left to run on the season ticket from the date it is received at TfGM head office and based on the price paid for the season ticket (including any corporate discount or other agreement).
4.4 In all cases, the following will apply:
4.4.1 Original purchase must be proven by submitting original credit card/bank statement, receipt, etc.;
4.4.2 No refund will be made for planned or ad hoc closures on the system where a replacement service is provided;
4.4.3 An administrative charge of £20 is payable; and
4.4.4 The refund will only be made to the person or Company that purchased the original ticket.
5 Changing one Season Ticket for another
Metrolink season tickets cannot be exchanged for alternative season tickets (either Metrolink or any other public transport provider).
6 Circumstances that are not within TfGM's control
Circumstances that are not within TfGM's control include:
(a) Acts or threats of vandalism or terrorism;
(b) Suicides or accidents involving trespassers;
(c) Gas leaks or fires in lineside buildings not caused by tram operator or any of their employees or agents;
(d) Line/road closures at the request of the police or emergency services;
(e) Exceptionally severe weather conditions;
(f) Industrial action;
(g) Riots or civil commotion; and
(h) Fire, mechanical or electrical failure or a defect (except where this is caused by tram operator's staff or their employees or agents, or as a result of the condition of a Metrolink vehicle).
In all of these cases, refunds will not be issued.