Direct Debit Terms & Conditions
Customer Obligations
1.1. To ensure payment can be taken from the nominated bank account on the
due date.
1.2. To be vigilant with ticket expiry dates. If your subsequent ticket has not
arrived three days before your current ticket expires, you must inform the
Direct Debit team on 0121 214 7088. Centro will issue a duplicate ticket
immediately. We will not refund travel tickets that have to be purchased when
tickets do not arrive due to any delay in the postal service.
1.3. To take all reasonable steps to keep your travel pass safe. Please
report any loss or theft of your season ticket or photocard to Centro. A £5.00
administration fee is payable for replacement of either section of the pass
by cheque, debit or credit card. More than one replacement within any
12-month period will be at the discretion of the Direct Debit team.
1.4. To ensure that you have your valid ticket with you for every journey, no refund
will be made on tickets purchased in the case of lost, stolen or forgotten tickets.
1.5. To give at least one month’s notice (by telephone, email or in writing) of your
intention to cease Direct Debit payments.
1.6. To give at least one month’s notice (by telephone, email or in writing) of any
change of name, address or any changes to ticket type or zone.
1.7. To give at least one month’s notice of amendments to bank or building
society details. In this case, Centro will require a newly completed Direct Debit
Mandate, this can be obtained from our website at
www.networkwestmidlands.com/directdebit or by phoning the Direct Debit team
on 0121 214 7088
Centro Obligations
2.1. With respect to ticket renewals, provided your monthly Direct Debits are paid
on the agreed date, a new ticket will be posted to you at least 7 days prior to the
expiry date shown on your current ticket.
2.2. To give at least one month’s written notice of any price change, except when
tax changes require an immediate price change.
Compensation for Rail Service Delays
3.1. It is the responsibility of the ticket holder to claim compensation for any
service delay or cancellation from the appropriate train operating company.
3.2. Contact details for Train Operating Companies:
3.2.1 London Midland
Website: www.londonmidland.com Telephone: 08456 024 2773.2.2 Virgin Trains
Website: www.virgintrains.co.uk Telephone: 0845 000 8000
3.2.3 Chiltern Railways
Website: www.chilternrailways.co.uk Telephone: 08456 005 165
3.2.4 Cross Country
Website: www.crosscountrytrains.co.uk Telephone: 0870 010 0084
3.3. Centro will not be responsible for any Passenger Charter compensation payments for tickets issued after 11th November 2007.
Other Terms & Conditions
4.1. The minimum contract term when joining the scheme is 3 months from your
initial start date.
4.2. If you leave the Centro Direct Debit scheme, you may rejoin the scheme at
any time subject to the normal new application guidelines. You may also use
your existing Direct Debit photocard when you rejoin.
4.3. Tickets may be suspended for a minimum of one full calendar month by
giving 4 weeks notice, otherwise your account will be stopped and a new
application form will be needed when reapplying.
4.4. Tickets available through Direct Debit have a validity of one month; Centro
will not refund any whole or partial amount due to cancelling your Direct Debit
membership.
4.5. In the case of long term sickness Centro should be advised as soon as
possible. Refunds are at the discretion of Centro.
4.6. We reserve the right to refuse any application and to terminate Direct Debit
arrangements if the scheme or the tickets are misused in any way or if Direct Debit
payments are not promptly and regularly paid via the nominated bank or building
society account.
4.7. The scheme covers 
train season tickets used for rail services within
the Network West Midlands area,
train out of county season tickets for rail
services to and from the Network West Midlands area from a specified out of
county station, network (bus/rail/Metro) and network with rail ‘add-on’ season tickets from a specified station outside the Network West Midlands
area.
4.8. Direct Debit season tickets are not transferable and are issued subject to
the current National Rail Conditions of Carriage and to the Conditions of
Carriage of the Rail Operators on whose services they are valid (Unless
otherwise indicated they are valid by any permitted route, and on the services
of participating operators), and (for network season tickets) the published
terms and conditions relating to bus and Metro operators services, which are
available for inspection at the Head Offices or appropriate company addresses.
The National Rail Conditions of Carriage are available for inspection at the
Ticket Offices of staffed stations.
4.9. network season tickets are valid on local bus services in the West
Midlands county run by operators in the Centrocard scheme; they are not valid
on night buses and certain other special services. They are valid on the Metro
(except Zone 1 and Zone 1-2 network season tickets). It is the customer’s
responsibility to ensure their network season ticket entitles them to travel
to the destination they require when using the bus within and nearing the
Network West Midlands area boundary.
