Our Site is only intended for use by people resident in or visiting the United Kingdom. We do not accept orders from individuals outside the United Kingdom.

By placing an order through our Site, you agree that:

(a) you are legally capable of entering into binding contracts;
(b) you are at least 18 years old; and
(c) you are accessing our Site from the United Kingdom.

After placing an order, you will receive an e-mail from us acknowledging that we have received your order (a ‘Confirmation Email’). Where you are in possession of a valid Photocard (as defined below) the contract between us (the ‘Contract’) will be formed when we send you this Confirmation Email. If you are applying for a Photocard then your order will only be accepted by us and a Contract will only be formed when your application for a Photocard is approved and your Photocard has been issued. Please note that unless you hold a valid Photocard at the time you place your order the provision of your Tickets may be delayed.

5.1 Tickets are valid on the services provided by the operators specified on our Site (the ‘Operators’). Please note that Tickets are subject to the terms and conditions of carriage (the ‘Conditions’) of each Operator and are available on our Site. By purchasing a Ticket you agree to accept and abide by such Conditions.

5.2 Full details of the validity of individual Tickets are shown on our Site. Please note that other tickets may be available from other outlets and we cannot guarantee that the ticket chosen by you is the best ticket for your individual circumstances.

5.3 A valid System One photocard (‘Photocard’) is required for some Tickets. These Tickets are identified on our Site. Details of how to obtain a Photocard are also shown on our Site. Tickets which require an Photocard will only be valid where the ten number code on both the Photocard and Ticket match and where the Photocard is available for inspection with the Ticket.

5.4 A Ticket is valid from 00:00 hrs on its start date up to and including journeys beginning no later than 23:59 hrs on its expiry date for any number of journeys within the area of validity as defined on our Site. We and the Operators reserve the right to reject for travel any ticket which is defaced, damaged or otherwise impaired in the opinion of the member of staff to whom it is presented. Please note that some Tickets, routes and/or networks may be restricted and this will be specified in the ‘Info’ section of our Site relating to the Ticket at the time of purchase. Please check this information carefully prior to purchase.

5.5 Tickets do not offer a guaranteed seat on any particular route. Seats are allocated on a first come first served basis. Tickets cannot be transferred to another person.

5.6 Refunds may be made at the sole discretion of System One and will be considered upon written request and receipt of your original Ticket. Where a refund is approved, we will calculate a pro-rata refund based on the amount of validity remaining on the date we receive it from you. We will also charge you a £20 administration fee.

5.7 Where we have incorrectly issued a Ticket through our Site, then please contact Customer Services on the email customerservices@systemonetravelcards.co.uk (Please note: this email address is for customer service relating to online sales only. If you have purchased your ticket in a TfGM Travelshop or at a PayPoint shop, then please refer to the Customer Services section on this website. In such cases each refund/replacement enquiry is administered on a case by case basis.

5.8 If you decide not to use or to stop using a Ticket which allows you to travel for a period of 7 (seven) consecutive days or longer (a ‘Season Ticket’), a refund will only be made if the Season Ticket is returned to us at the address set out in the Contact Us section of our Site and subject to the following conditions:

(a) there must be more than 31 days still to run on your Season Ticket at time of official notification to us;
(b) Season Tickets cannot be submitted for partial refunds for any promotions subsequently offered by us after the Season Ticket has been purchased; and
(c) you must provide proof of original purchase; and
(d) no refund will be made in respect of any Force Majeure Event (as defined below).

Please note that any annual corporate Ticket refund applications must be administered through the original ticket purchaser (company/organisation) and not the individual ticket holder.

5.9 Refunds are calculated from the date the Season Ticket is received by us. If you were ill and, as a result, unable to return the Season Ticket to us, a refund will be calculated from the date your illness started, provided that a medical certificate or other evidence satisfactory to us is produced, covering the period from the start of your illness until the Season Ticket is received by us. The refund will be calculated based on the following:

(a) the price originally paid for the Season Ticket;
(b) the remaining days left on the Season Ticket (from the date received by us) based on the pro-rata value per day; and
(c) the deduction of our standard administrative charge (currently £20) for administration of the refund.

5.10 Your Ticket is an item of value and should be looked after as if it were cash. If your Ticket is lost or stolen you should report this to the police. Please then notify us immediately at the appropriate number detailed in the Customer Services section of our Site. You will be required to provide us with:

(a) proof of original purchase (receipt and/or credit card/bank statement); and
(b) a valid crime number.

If you or we cannot recover the ticket, we may consider an application for a duplicate ticket in exceptional circumstances, but only if the original was issued for a period of greater than one month. No duplicates are issued in respect of lost or stolen Tickets with a validity of one month or less. There is an administration charge of £20 when we issue a duplicate Ticket.

5.11 You are advised to ensure that, as an item of value, your Ticket is insured against loss or theft through your own household insurance policy. Even in those exceptional cases where it is deemed appropriate to replace a lost or stolen ticket, we will normally only allow one lost or stolen ticket duplicate issue in any 12 month period. However, we may allow a second duplicate issue if:

(a) the original Ticket is returned to us within one month of you reporting its loss or theft; or
(b) the first or second request for a duplicate was because of verifiable theft, robbery, fire or other exceptional circumstances, the facts of which have been reported to the police, the fire service or other appropriate body.

5.12 We will not issue any more than two duplicate Tickets in any 12 month period under any circumstances.

5.13 If your online Ticket is not delivered to you within 5 working days you should report this immediately to us at the appropriate number detailed in the Customer Services section of our Site.

5.14 In the case of undelivered tickets, if we or you cannot recover the ticket or prove sending or delivery, we will consider an application for the issue of a duplicate Ticket. We may ask you or others for information to allow us to determine sending and/or delivery of the Ticket. There is an administration charge of £20 when we issue a duplicate Ticket. We will only allow one undelivered ticket duplicate issue in any 12 month period.

5.15 Please note that it is your responsibility to ensure that the delivery address provided is complete, accurate, secure and is suitable for accepting Royal Mail deliveries. We accept no responsibility for failure to deliver Tickets to incomplete, inaccurate or insecure addresses.

5.16 If on receipt your Ticket is damaged, illegible or defective, it will be replaced free of charge on return of the defective ticket to the appropriate address detailed in the Customer Services section of our Site.

5.17 If you do not have a valid Ticket with you when you travel you must buy a ticket for your journey. Any tickets bought in such circumstances are non-refundable.

5.18 Please note that the charges detailed above are subject to change.

5.19 We may refuse to sell, renew or replace any Ticket and/or issue any Photocard if we have reason to suspect that such Ticket and/or Photocard has, or will be, used for fraudulent or improper purposes. We may refuse to refund a season Ticket if we have reason to suspect that such season Ticket has, or will be, used for fraudulent or improper purposes.

Your Tickets will usually be sent to you within 3 working days using Royal Mail First Class delivery service, unless there are exceptional circumstances. Please note that we can accept no responsibility for Tickets once received by Royal Mail.

The Tickets will be at your risk from the time of delivery.

8.1 The price of the Tickets and our delivery charges will be as quoted on our Site from time to time, except in cases of obvious error.

8.2 Tickets are not subject to VAT.

8.3 Ticket prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Confirmation Email.

8.4 Our Site contains a large number of Tickets and it is always possible that, despite our best efforts, some of the Tickets listed on our Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Ticket’s correct price is less than our stated price, we will charge the lower amount when dispatching the Ticket to you. If a Ticket’s correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the Ticket, or reject your order and notify you of such rejection.

8.5 We are under no obligation to provide the Ticket to you at the incorrect (lower) price, even after we have sent you a Confirmation Email, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error.

8.6 Payment for all Tickets must be by credit or debit card. We accept payment with Visa, Mastercard, Maestro, Solo & Electron. We will not charge your credit or debit card until we dispatch your order.

We warrant to you that any Ticket purchased from us through our Site will, on delivery, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which Tickets of that kind are commonly supplied.

10.1 Subject to clause 10.3, if we fail to comply with these Terms, we shall only be liable to you for the purchase price of the Tickets and, subject to clause 10.2, any losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

10.2 Subject to clause 10.3, we will not be liable for losses that result from our failure to comply with these terms and conditions that fall into the following categories:

(a) loss of income or revenue;
(b) loss of business;
(c) loss of profits;
(d) loss of anticipated savings;
(e) loss of data; or
(f) waste of management or office time.

However, this clause 10.2 will not prevent claims for loss of or damage to your tangible property that are foreseeable or any other claims for direct loss that are not excluded by categories (a) to (f) inclusive of this clause 10.2.

10.3 Nothing in this agreement excludes or limits our liability for:

(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
(d) defective Tickets under the Consumer Protection Act 1987;
(e) any deliberate breaches of these terms and conditions that would entitle you to terminate the Contract; or
(f) any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

Applicable laws require that some of the information or communications we send to you should be in writing. When using our Site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our Site. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

All notices given by you to us must be given to System One Travel at customerservices@systemonetravelcards.co.uk We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 11 above. Notice will be deemed received and properly served immediately when posted on our Site, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

13.1 The contract between you and us is binding on you and us and on our respective successors and assignees.

13.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

13.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (a ‘Force Majeure Event’).

14.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
(a) strikes, lock-outs or other industrial action;
(b) civil commotion, riot, invasion, vandalism or threat of vandalism, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) exceptionally severe weather conditions, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) impossibility of the use of public or private telecommunications networks;
(f) the acts, decrees, legislation, regulations or restrictions of any government;
(g) suicides or accidents involving trespassers;
(h) gas leaks or fires in line-side buildings not caused by an Operator or any of their employees or agents; and
(i) line and/or road closures at the request of the police or emergency services.

15.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.

15.2 A waiver by us of any default will not constitute a waiver of any subsequent default.

15.3 No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 12 above.

16. Severability
If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

17. Entire agreement
We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.

18.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

18.2 You will be subject to the policies and terms and conditions in force at the time that you order Tickets from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Confirmation Email (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Tickets).

Contracts for the purchase of Tickets through our Site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.