Terms & Conditions
Information About Us
We are SCR Ticketing Company Limited, trading as TravelMaster.
We are a limited company registered in England and Wales at TravelMaster, 11 Broad Street West, Sheffield, S1 2BQ and our company number is 10965919.
You may contact Us by telephone on 01142211444 at any time between 9.00 and 5.00pm, Monday to Friday, by email to firstname.lastname@example.org or you can write to us at our trading address above.
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 services.
1.2. The media onto which Our Products are issued, unless stated otherwise or issued by a 3rd party, remains Our property and purchasing a Product does not provide You with ownership over that media.
1.3. The use of all Products is also 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.
1.4. The use of or possession of a Product does not give You any priority over any other passengers.
1.5. You must not re-sell or attempt to re-sell any Product at any time.
1.6. Operator Validity:
1.6.1. Bus – Bus valid Products are valid on services Operated by Arriva Yorkshire, First South Yorkshire, Hulleys of Baslow, Sheffield Community Transport, TM Travel, Stageaoch Yorkshire, Stagecoach East Midlands, Watersons Coaches, Cawthorne's, Globe, Goodfellows, and any other Operators from time to time with details published at sytravelmaster.com
1.6.2. Tram – Tram valid Products are valid on services operated by Stagecoach Supertram. This includes Tram-Train services.
1.6.3. Rail – Rail valid Products are valid on services operated by Cross Country Trains, East Midlands Railway, Transpennine Express and Northern Rail.
1.7. When You use a Product to travel on rail You will also be subject to the ‘National Rail Conditions of Travel’.
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. Products are valid for standard class travel on specified forms of travel and are subject to geographical zone boundaries. From time to time some specific services may be excluded (such as some dedicated school services) and these will be detailed via sytravelmaster.com.
2.2.1. You can only use Your Product only on the types of transport and in the zones specified in the table at Paragraph 3.1 and published at Paragraph 3.1 and published at sytravelmaster.com
2.2.2. You should not attempt to use any Product outside of its allocated zone or on any type of transport that it is not valid on.
2.3. Products are valid for a consecutive duration from a start date that You select (usually 1-Day, 7-Day, 28-Day or Annual) and You can use it to travel during normal service times until the end of service on the date they expire.
2.3.1. The Flexi5 Ticket type is valid for any separate days travel within 31 days from a date selected by You at point of purchase. You are responsible for using all the days of validity for this Product and no refund or replacement will be provided for any days not used at the end of the 31 day period selected by You.
2.3.2. You should not attempt to use any Product before or after it is valid.
Terms and Conditions of Sale and Use
These terms and conditions (the “Terms”) and any documents referred to in these Terms (together the “Contract”) will apply to all purchases of TravelMaster products, howsoever branded (“Products”) by any person or organisation (“You”, “Your”) from SCR Ticketing Company Limited (“We”, “Us”, “Our”) or any organisation or company selling the Products on Our behalf.
These Terms will apply regardless of whether You buy a Product at any TravelMaster Point of Sale, through our website or through a Third-Party Retailer’s system and regardless of the medium on which the Product is supplied (i.e. paper, smartcard or mobile ticket) to the exclusion of all other terms (such as terms implied by course of dealing).
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. 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. These terms apply to any product purchased after 31/05/2020.
3.1 Types of Transport & Geographical Zones for Products
3.2 Conditions of Discounted Travel
3.2.1. Our GetAbout & GetAbout+ Products provide discounted travel to persons aged 5-18 years and these may only be issued on presentation of a valid entitlement card.
3.2.2. To purchase or use a GetAbout or GetAbout+ You must have a valid young persons Concessionary Pass as specified, from time to time, on sytravelmaster.com.
3.2.3. We provide persons aged-22 and under with access to a discount against some of the Products at 3.1 where they hold Our 18-22 Discount Card.
3.2.4. The 18-22 Discount Card may only be issued and used by people up to the day before their 23rd birthday.
3.2.5. To purchase a Product that is subject to an age restriction You will need to provide valid proof of age. We accept Passport Numbers, Driving License Numbers and scanned copies of birth certificates.
3.2.6. From time to to time We may introduce discounted Products for bespoke schemes or organisations and these may be subject to supplementary Terms & Conditions that should be read in conjunction with these Terms.
3.3. Products issued at a discount, or to a card bearing the photo of the holder, are nontransferable and may only be used by the person it was issued to.
3.4. Products valid on rail can only be used by You to make journeys to or from stations at which passengers can board or alight.
3.5. You may only use a Product as part payment for a journey that goes beyond the zones specified in 3.1 up to the last stop, or station, in that zone that You could alight from the service at.
3.5.1. You cannot use a Product as part payment, or in combination with any other ticket, for a rail journey where the service You travel on does not stop at the station from which You have a further ticket for travel to or from. This is a specific exclusion defined under s.14.3 of the National Rail Conditions of Travel.
4.1. It is Your responsibility to ensure You have a Product that is valid on the type of transport and in the geographic zone for any journey You intend to make and that You have purchased the ticket prior to boarding or when You board. If you do not do so You will not have a valid ticket and may be liable to pay a standard/penalty fare.
4.2. You must present Your Product on request to a driver/conductor/inspector/guard or 'authorised person'(see 5.5.1) during Your journey or when You board a bus alongside presenting any proof of entitlement if You are using a discounted Product.
4.3. Where You have a Product loaded to a smartcard You must scan this on the on-board smart reader when You board. This will be a part of the driver’s ticket machine or held by a conductor.
4.4. Where You have a Product issued on paper or as a scratched You must ensure it remains legible and that the dates validated are correct for any journey You intend to make.
4.5. Where You purchase a Product through sytravelmaster.com or any self-service system it is Your responsibility to ensure that You have selected the correct Product and the correct start date for any Journey You intend to make. We will not accept any liability for any error You make purchasing a Product.
4.6. Where You purchase a Product via the First Bus App or Stagecoach Bus App, or download a Product through the TravelMaster Download App, it is Your responsibility to ensure You have a compatible device prior to purchase. You must also ensure you have a WiFi or cellular connection and adequate charge to enable the fulfilment of Your Product before, and presentation during, Your journey.
4.6.1 Mobile Apps are free for You to download; however, data charges may be incurred to You by Your network provider. You are responsible for any such costs and We will not take responsibility for any connectivity issues You may experience.
4.7. Where You intend to activate a Product on-board it is Your responsibility to ensure that this feature is available on the service You will travel on and that You have purchased the Product at least 48-hours before You intend to activate it.
5.1. Products cannot be used outside of their date of validity, beyond their geographical zone or on modes of transport that they are not valid on at any time.
5.2. You cannot use a Product that has been defaced, tampered with, altered or mutilated and You should not deface, tamper with, alter or mutilate a Product at any time.
5.3. You cannot use a Product that has been issued to someone else on a non-transferable basis and You must not allow someone else to use Your Product where it has been issued on a non-transferable basis.
5.4. Products cannot be used for multiple passengers on the same service unless specifically authorised for the Product concerned.
5.5. Where You are found to be misusing Our Products, or where We (or any ‘authorised person’) reasonably suspects that You are misusing Our Products then We (or any ‘authorised person’ can confiscate the Product and may, but are not limited to, charge you the fare for your journey, charge you a standard penalty fare, refuse travel, remove any entitlement for a discount or seek a prosecution.
5.5.1. An ‘authorised person’ is any of our employees, representatives, employees of South Yorkshire Passenger Transport Executive, or any Operator’s employees (including drivers, conductors, guards, inspectors) or any other individual authorised as such from time to time by Us regardless of their appointment or uniform.
6.1. Refunds and replacements for Products are issued at Our absolute discretion and We have the right to refuse to provide a refund for any reason – this does not affect Your statutory rights.
6.2. We reserve the right to deduct an administrative charge of £5 for refunds against 28-Day Products and £25 against annual Products.
6.3. No refunds or replacements will be provided for damaged or defaced Products or any paper product You have validated incorrectly (such as scratching off the incorrect date).
Refunds for unused products
6.4. We will provide You with a refund to the full value of a 28-Day or Annual Product that is returned to (and received by) Us or cancelled by Us before its start date. It is Your responsibility to ensure that You advise Us of Your request in advance of the start date to provide Us with ample time in which to cancel the Product.
6.5. No refund will be issued for Products You have purchased in error or for any error You have made during the purchase of a Product (such as selecting an incorrect start date). Alternative Products may be issued in lieu of the incorrect Product and where this costs more further payment will be taken before this is issued.
6.6. We will provide You with a refund based on Your partial use of a 28-Day or Annual/Term Product that You return to Us , or that is cancelled by Us, before its expiry date and no refund will be provided if We receive the Product after it has expired.
6.7. Partial refunds will be based on the price You paid minus the amount that You would have paid for a shorter duration Product (or Products) valid from the same start date to the date on which We received Your Product or the Date on which We cancel Your Product.
Lost or Stolen Products/Smartcards
6.8. No refunds will be provided to You for any Product that is lost or stolen.
6.9. Replacements for lost or stolen non-personalised smartcards will be issued to You at a cost of £1.00 and replacements for lost or stolen personalised smartcards will be issued to You at a cost of £7.00.
6.10. The decision to replace any Product loaded to a lost or stolen smartcard will be made at Our sole discretion on a case by case basis; however, if You lose an Annual/Term Product or have it stolen We will provide You with 1 free replacement and 1 further replacement at the cost of £50 each carrying the same expiry date as the replaced Product.
6.11. No refunds or replacements will be provided to You or any Product withdrawn by Us (or an ‘authorised person’) where You have, or are suspected to have, misused the Product under Section 5.
6.12. If You want to request a full, or partial, refund for a Product You must apply for this in writing via email to sytravelmaster.com and include with it: proof of purchase (i.e. a receipt or bank statement), Your name, contact details, and purchase details. If Your order was a scratchcard or, at TravelMaster’s discretion, a smartcard We will request these be posted to Us.
6.13 Refund requests should be sent to email@example.com and, depending on where You purchased Your Product, We may require You to return Your Product to Us at TravelMaster, 11 Broad Street West, S1 2BQ.
6.14. Where a Product needs to be returned to Us, You are responsible for the Product until We have received it as well as 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.
6.15. Where We agree to a refund, We will provide this in the form of a Credit Code redeemable when You purchase a Product at sytravelmaster.com. We will only provide You with a cash refund at Our discretion and in instances where We are required to do so by statute.
7.1 We will not accept liability for any error You make in the selection of a product. Where You purchase a Product in error We may provide, at our absolute Discretion, for a grace period of up to 48 Hours during which You may request a refund or the performance of an exchange for a correct Product. We will review these requests on a case by cases basis and We reserve the right to refuse to Refund, or exchange, a Product purchased in error for any reason
8.1 If any Product You purchase is faulty when issued or does not comply with the Contract, please contact Us as soon as possible using the contact details in section 13.
8.2 We will not provide a refund for Products that do not work due to accidental damage (cracks, bends, and dints), general wear & tear or malicious damage.
8.3 Replacements for Products that do not work due to accidental damage (cracks, bends and dints) or general wear & tear are provided at Our sole discretion and We have the right to refuse to provide any such replacement for any reason.
8.4 The refund or replacement of products for reasons outside of those provided by statute (Your ‘Statutory Rights’) remain at Our sole discretion.
9.1 The media onto which Your Product is issued, where not an mTicket or digital smartcard, remains Our property or the property of an authorised 3rd party issuer.
9.2 When You purchase a Product from Us You are purchasing access to a token valid for travel. You will not own the Product and it remains Our property at all times.
10.1. Subject to section 10.3 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.
10.2. We have no control over the operations of individual Operators and 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. 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.
10.2.1. For the avoidance of doubt all Our Products are excluded from any Delay Repay scheme.
10.3. Nothing in these Terms excludes or limits Our liability for:
10.3.1. Death or personal injury caused by our negligence;
10.3.2. Fraud or fraudulent misrepresentation by Us;
10.3.3. 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
10.3.4. Any other matter which We are not allowed to exclude under the laws of England and Wales.
10.4. If You purchase a Product form 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:
10.4.1. Loss of profits, sales, business or revenue;
10.4.2. Loss or corruption of data, information or software;
10.4.3. Loss of business opportunity;
10.4.4. Loss of anticipated savings;
10.4.5. Loss of goodwill; or
10.4.6. Any indirect or consequential loss.
11.1. 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.
11.2. For clarity Industrial Action by one or more individual Operators is outside of Our control. In the event of Industrial Action if You have purchased a 28-Day or Annual Product prior to the Industrial Action being announced then Your rights to a refund under Section 6 are not affected. During the period of Industrial Action individual days may, at Our discretion, be reviewed in isolation in relation to the services operated and any claims of additional payments for alternative travel need to be evidenced with receipts to be entitled to a proportional refund for travel normally covered by the Product. We would only provide a refund for the proportion of the Product, not any additional costs incurred only where a Product is not used on a particular day. However, if You purchase a Product following the announcement of Industrial Action and then are unable to use a Product you will not be entitled to a Refund.
12.1. The Contract is between You and Us. No other person shall have any right to enforce any of its terms.
12.2. 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.
12.3. 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.
12.4. The Contract is governed by the laws of 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.