1. Customer Obligations
1.1 To ensure all ten monthly payments can be taken from the nominated bank account on the due date (this is the 2nd of the month, or the next working day if this date falls on a weekend or bank holiday).
1.2 If three Direct Debit payments are not received on the due date within a rolling 24 month period, Centro reserves the right to remove you from the scheme.
1.3 To give at least one months' notice from the start date of your last issued ticket by telephone, email or in writing of any change of name, address or any changes to ticket type.
1.4 To give at least one months notice from the start date of your last issued ticket of amendments to bank or building society details. You must complete a new bank mandate which can be obtained by contacting Customer Services or from networkwestmidlands.com/directdebit.
1.5 To give at least one months' notice from the start date of your last issued ticket by telephone, email or in writing of your intention to cease Direct Debit payments.
1.6 Ensure you provide a valid email address and keep Centro updated if this changes.
1.7 It is your responsibility to ensure that the photocard number is clearly written on each monthly ticket before use. Failure to do so may result in a fine or your ticket being confiscated. Centro will not reimburse any travel tickets that have been purchased as a result.
1.8 If your ticket has not arrived 3 working days before your current ticket expires, please email firstname.lastname@example.org or telephone Customer Services. Centro will issue a duplicate ticket but will not refund travel tickets that have been purchased as a result of tickets not arriving due to a delay in the postal service.
1.9 You must have a valid ticket for every journey. Refunds on rail tickets purchased as a result of lost, stolen or forgotten tickets can be requested from the Station Accounts department of the appropriate train operating company and not through Centro. Refunds are at the discretion of the individual train company. Refunds are not available for tickets purchased on bus or tram services.
1.10 You must report any loss or theft of your ticket or photocard to Centro. A discretionary administration fee of £5.00 will be charged for the replacement of either section of the pass. More than one replacement within a 12-month period will be at the sole discretion of Centro.
1.11 If you need to return a ticket to Centro you must use Recorded Delivery or such equivalent method as reasonably requested by Centro. Tickets must be returned before the start date and you remain responsible for any tickets lost in the post whilst being returned to Centro unless proof of postage is provided.
1.12 Centro must be notified as soon as possible for any cases of long term sickness. Refunds are at the sole discretion of Centro and a doctor's and/or hospital note will be required.
2. 16-18 Photocard
2.1 Applicants aged 16-18 must possess a valid 16-18 Photocard. This can be purchased at networkwestmidlands.com/16-18. You are eligible for a 16-18 Photocard if:
2.11 You live at a property within the West Midlands area and that property would be covered by councils in Birmingham, Coventry, Solihull, Dudley, Sandwell, Walsall or Wolverhampton for council tax purposes, and
2.12 You are16 years of age (or will be 16 within 28 days of your application for a 16-18 Photocard) and you will be under 18 years of age on 1 September of the current academic year, and
2.13 You are in full time education for not less than 12 hours per week and receive no payment or bursary for your studies (i.e. if you are paid to study for example on an apprenticeship or work placement scheme you will not be eligible)
2.2 16-18 Photocards are valid for one academic year.
2.3 Centro will not be responsible for late 16-18 applications.
3. Centro Obligations
3.1 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 seven days prior to the expiry date shown on your current ticket.
3.2 Centro shall give at least 20 working days written notice of changes to ticket prices, except when tax changes require an immediate price change which is beyond Centro's control.
3.3 All Child applications will be issued with an appropriate photocard (subject to condition 2).
3.4 Provided that ten consecutive Direct Debit payments have been cleared by your Bank/Building Society and that the child is still eligible for child rate tickets, your last two tickets will be issued free of charge.
3.5 Buy First Ticket options purchased online during the application process will count as payment towards your ten Direct Debit payments as outlined in condition 3.4.
4. Other Terms and Conditions
4.1 If a manual payment is made using a Credit Card it will be subject to a 2% transaction fee. There is no additional charge for payments made by debit card.
4.2 The minimum contract term when joining the scheme is three months from your initial start date.
4.3 If you leave the scheme, you may rejoin one month after your last Direct Debit payment (subject to the normal new application guidelines). Please call the Direct Debit Team for further details prior to applying.
4.4 Child Direct Debit tickets are valid throughout July and August and can be used without a valid photocard (photocard must still be displayed with ticket).
4.5 If you leave the scheme earlier than the ten payable months no pro-rata refunds in relation to the 'two months free' will be paid.
4.6 Tickets available through Direct Debit have a validity of one month. Centro will not refund whole or partial amounts due to you cancelling your Direct Debit membership.
4.7 Centro reserves the right 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.
4.8 Centro reserves the right to refuse entry to the scheme to previous Direct Debit customers who have defaulted on their payments.
4.9 All tickets remain the property of Centro.
4.10 The account holder of the nominated bank account must agree to a Credit Reference check to confirm the name, address and credit status. Centro reserves the right to decline an application due to adverse credit history.
4.11 Any queries regarding your credit history must be referred to the Credit Reference agency used by Centro.
4.12 Direct Debit 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 service of participating operators), and for network 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.
4.13 Network 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 also valid on the Metro (except Zone 1 and Zone 1-2 network tickets). It is your responsibility to ensure that your network ticket entitles you to travel to the destination required. Centro accepts no liability for any loss or damage suffered by any Customer using a ticket that is not valid for the journey taken.
5. Compensation for Rail Service Delays
5.1 It is the responsibility of the ticket holder to claim compensation for any service delay or cancellation from the appropriate train operating company.
5.2 Compensation vouchers issued due to service delays cannot be used as part or full payment towards a Direct Debit payment.
5.3 Centro will issue a refund cheque for rail compensation vouchers of £10 or more only.
6. Data Protection
6.1 Centro is a data controller for the purposes of the Data Protection Act 1998 (the Act). Centro will process your data in accordance with the Act and will use your data for the following purposes;
6.1.1 To provide you with the scheme you applied for and for ongoing administration of the scheme
6.1.2 To allow us to improve products and services we offer to our customers
6.1.3 For research and analysis including travel patterns
6.1.4 To enable us to provide anonymous data to the Department for Transport if requested by them
6.1.5 To enable us to conduct surveys
6.1.6 For the prevention and detection of crime including fare evasion
6.1.7 To enable us to comply with our legal and regulatory obligations
6.1.8 To ensure that we follow your instructions correctly and to improve customer service, we may monitor and/or record any communication between you and Centro.
6.2 We may use your information for marketing purposes as follows:
6.2.1 To let you know about related products and or services
6.2.2 To send you offers on behalf of selected third parties which we believe to be appropriate.
6.3 We may contact you for the above purposes by post, email, telephone or text messaging to SMS enabled devices depending on the information you have provided to Centro.
6.4 If you do not wish to receive such information you may choose not to do so by notifying Centro by post, telephone, or email.
6.5 We will only disclose your information to others in the following circumstances:
6.5.1 When we are legally obliged to do so
6.5.2 When there is a duty to disclose in the public interest
6.5.3 Where disclosure is necessary to protect Centro's interest (i.e. to detect crime or fare evasion)
6.5.4 Where you give us permission to do so
6.6 We will retain your information for the period that you have a Direct Debit account registered in your name in order to comply with these terms and conditions.
7. Contact details
0121 214 7550
Monday to Thursday 9.00am to 5.00 pm
Friday 9.00am to 4.45pm
Closed Saturday, Sunday and Bank Holidays