1. Customer Obligations
1.1 To ensure payment can be taken from the nominated bank account on the due date.
1.2 If three Direct Debit payments are not received on the due date within a rolling 24 month period, WMCA 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 www.networkwestmidlands.com/update.
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 WMCA updated if this changes at www.networkwestmidlands.com/update.
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. WMCA 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 contact Customer Services. WMCA 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 WMCA. 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 WMCA. A discretionary administration fee of £7.50 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 WMCA.
1.11 If you need to return a ticket to WMCA you must use Recorded Delivery or such equivalent method as reasonably requested by WMCA. Tickets must be returned before the start date and you remain responsible for any tickets lost in the post whilst being returned to WMCA unless proof of postage is provided.
1.12 WMCA must be notified as soon as possible for any cases of long term sickness. Refunds are at the sole discretion of WMCA and a doctor’s and/or hospital note will be required.
2. Swift Cardholders only
2.1 Swift cardholders will not receive a monthly paper ticket. Your ticket will be activated automatically on the Swift card on the agreed start date each month.
2.2 WMCA will deactivate your Swift card if an outstanding amount is not cleared within seven days of the Direct Debit payment date.
2.3 No refund will be given for any Swift card that has been deactivated due to payment not being made on time or for any tickets purchased as a result.
2.4 If you wish to suspend your account for one month or more you must return your Swift card to WMCA via Recorded Delivery or such equivalent method as reasonably requested by WMCA within seven days of suspension taking effect.
2.5 If you have cancelled your account, your Swift card will be deactivated on the agreed expiry date. This will be confirmed in writing by WMCA.
3. West Midlands Combined Authority 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 WMCA shall give at least 10 working days written notice via email of changes to ticket prices, except when tax changes require an immediate price change which is beyond WMCA’s control.
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 contact Customer Services for further details prior to applying.
4.4 Tickets may be suspended for a minimum of one full calendar month and up to a maximum of six months provided you give 1 months’ notice. After six months your account will be cancelled and a new bank mandate will be needed when reapplying.
4.5 Tickets available through Direct Debit have a validity of one month. WMCA will not refund whole or partial amounts due to you cancelling your Direct Debit membership.
4.6 WMCA 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.
4.7 WMCA reserves the right to refuse entry to the scheme to previous Direct Debit customers who have defaulted on their payments.
4.8 All tickets and Smart cards remain the property of WMCA
4.9 The account holder of the nominated bank account must agree to a Credit Reference check to confirm the name, address and credit status. WMCA reserves the right to decline an application due to adverse credit history.
4.10 Any queries regarding your credit history must be referred to the Credit Reference agency used by WMCA.
4.11 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 nNetwork 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.
4.12 nNetwork tickets are valid on local bus services in the West Midlands County run by operators in the WMCA card 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 nNetwork tickets). It is your responsibility to ensure that your nNetwork ticket entitles you to travel to the destination required. WMCA 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 WMCA will issue a refund cheque for rail compensation vouchers of £10 or more only.
6. Data Protection
6.1 WMCA is a data controller for the purposes of the Data Protection Act 1998 (the Act). WMCA 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 WMCA.
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 WMCA.
6.4 If you do not wish to receive such information you may choose not to do so by notifying WMCA 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 WMCA’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
West Midlands Combined Authority / Network West Midlands
Telephone: 0345 303 6760
Hours of business: Monday to Friday 9.00am to 5.00 pm, closed Saturday, Sunday and Bank Holidays.