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Terms and Conditions

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INTRODUCTION

Nottingham City Council administrates the Robin Hood Scheme on Behalf of the Robin Hood Operators Group.

These Terms and Conditions apply to the issue and use of the Robin Hood Card, Robin Hood Pay As You Go (PAYG) credit and Season Tickets loaded on to the Robin Hood Card. The Robin Hood Operators Group may at any time amend any part of these Terms and Conditions. All revised Terms and Conditions will apply immediately and it is the customer’s responsibility to regularly review the Terms and Conditions in case there are any changes. 

When the customer uses the Robin Hood Card for travel on a Participating Operators’ services, they must do so in compliance with the Conditions of Carriage of that Participating Operator in addition to the Robin Hood Terms and Conditions.

The Robin Hood Card is and remains the property of Nottingham City Council at all times.

The Robin Hood Operators Group may at its sole discretion, at any time and without notice to the customer, deactivate, cancel or suspend the right to use the Robin Hood Card or refuse to reissue, renew or replace the Robin Hood Card if The Robin Hood Operators Group has reason to believe that the customer is in breach of these Terms and Conditions and/or any applicable legislation or regulations. In such circumstances, the Robin Hood Card must be returned to Nottingham City Council immediately. Nottingham City Council and the Robin Hood Operators Group do not accept any liability for the direct or indirect consequences arising from any deactivation, suspension or cancellation of a Robin Hood Card in accordance with these Terms and Conditions.

GENERAL CONDITIONS OF ISSUE AND USE OF THE ROBIN HOOD CARD         

The Robin Hood Card can be loaded with pay as you go (PAYG) credit or a season ticket and used to validate travel on Participating Operator services. If the Robin Hood Card is not loaded with a valid product for travel the Customer will be required to pay for the journey. Customers found to be travelling without a valid ticket will be liable to pay a penalty fare.           

A Robin Hood PAYG card can be obtained from any of the on street Ticket Vending Machines (TVM’s), without purchasing a top up, however Robin Hood Cards will be subject to a fee which may be waived at the sole discretion of Nottingham City Council from time to time.

A Robin Hood Season card can be obtained from the travel centres at the time of purchasing a product. This can later be topped up at the on street TVM’s.

The person to whom the Robin Hood Card has been issued is responsible for the use of that Robin Hood Card. Anyone found to be using the Robin Hood Card fraudulently may be liable for possible prosecution.

The customer must have the Robin Hood Card with them at the time of travel. If the customer is not able to present the Robin Hood Card, they will be required to pay for the journey regardless of any available credit or season ticket validity on the Robin Hood Card.

The customer must have the Robin Hood Card available for inspection when travelling at any time. The customer must show the Robin Hood Card when requested by a member of staff, ticket inspector or other authorised officer and allow it to be read by any electronic reading device. Failure to do so may result in the issue of a penalty fare.

The Robin Hood Operators Group may at its sole discretion withdraw the Robin Hood Card if it believes that it has been intentionally misused, damaged, defaced, altered or tampered with in any way. In such circumstances, customers will not be entitled to a refund of any remaining value or Season Ticket validity on the Robin Hood Card.

The Robin Hood Card scheme may be withdrawn at any time at Robin Hood Operators Group’s sole discretion. The customer will be entitled to a full refund of any remaining value or season ticket validity on the Robin Hood Card and no administration fee will apply where the scheme is withdrawn by Robin Hood Operators Group.

ROBIN HOOD CARD LOADED WITH PAY AS YOU GO CREDIT

An adult Robin Hood Card loaded with PAYG credit is transferable for separate journeys but cannot be used by more than one customer on the same journey. U19 and Student PAYG cards are not transferable. The Robin Hood Card must be presented to and/or placed on the electronic reader at the time of travel and the fare for the journey or cost of a ticket will be deducted from the balance on the card. The Robin Hood PAYG card can be used on the operators detailed on the website at any given time. Short hop and other operator promotional fares are not included in the PAYG scheme.

Operators own terms and conditions also apply to travel.

ROBIN HOOD CARD LOADED WITH A SEASON TICKET

Robin Hood Cards loaded with a season ticket are not transferable. The season ticket is for the sole use of the Robin Hood Smart Card customer only.

When purchasing a Season Ticket through a Direct Debit Scheme separate terms and conditions will apply.  These Terms and Conditions do not replace or override the separate terms and conditions of the Direct Debit Scheme.

The Robin Hood Card must be presented to and/or placed on the electronic reader at the time of travel to verify entitlement to travel. The customer will not be able to travel on the service until the electronic reader has read the Robin Hood Card and validated its travel rights.

Robin Hood Cards that do not read or do not have a valid product will not be accepted and a charge for the journey will be applicable. The customer will not be able to continue to travel on the bus or tram service until payment for the journey has been made. If no payment is made the customer may be asked to alight the service and be subject to a penalty fare.

TOPPING UP PAYG CARDS

Topping up is available from the network of Ticket Vending Machines. It is the responsibility of the customer to keep the card topped up in order to travel. A card with no credit will not be accepted for travel. You need to register your card in order to protect your credit and enable the Smart Ticketing Team to assist you with any enquiries into your card, credit or account. Register your PAYG card here

REPLACEMENTS

A replacement charge of £3 applies for all replacement Robin Hood cards unless the card has been reported stolen and a police incident number can be provided. We may need 48 hrs to collect your usage data in order to process a replacement PAYG card.

OTHER PRODUCTS ON THE ROBIN HOOD CARD

Any individual operator products made available on the Robin Hood card will be subject to the operators own terms and conditions. All travel is subject to operator own terms and conditions.

DIRECT DEBITS

All direct debits will be taken on the 1st of the month. This cannot be changed. Please note the terms and conditions of the Direct Debit scheme as follows:

If a direct debit cannot be collected directly from the bank on three consecutive months or on three occasions in the same six month period we will remove the person from the scheme. They will not be permitted to re-join the Direct Debit Scheme for 12 months and should purchase an alternative method of travel. As the Robin Hood Direct Debit scheme does not include a minimum period we also do not allow ‘breaks’. Anyone cancelling their direct debit will have to wait three months before they can re-join the scheme. Anyone who owes the Robin Hood Direct Debit scheme monies will need to clear the debt or make a repayment agreement prior to being allowed to re- join the scheme. The Smart Ticketing Team will only send written notification of a failed direct debit the first time it happens, so it is your responsibility to check the payments have been successfully taken. 

The Robin Hood Operators Group may choose to change the monthly cost at any time. You will be given written notice of any change.

Nottingham City Council reserves the right to withdraw the Direct Debit option if the customer is in arrears of their direct debit payments.

Robin Hood season tickets are to be used by person named on the card only. Travelling on someone else’s season ticket is fraud and we reserve the right to cancel participation in the direct debit scheme and hotlist the card should such activity be discovered. In addition we may seek to recover the value of fraudulent journeys taken.

If your card is lost or damaged a replacement card will be provided on payment of the fee of £3.

There is no fee for replacing a stolen card as long as a police incident number is provided.
If a card is reported lost, stolen or damaged, or the direct debit cancelled the card will be hotlisted. This means it will no longer work or be accepted on public transport.

It is the responsibility of the scheme member to ensure direct debits are paid and to contact us to make payment by alternative means if a direct debit is missed.

Nottingham City Council provides the Robin Hood card on behalf of the operators, as such operators own terms and conditions also apply to travel

DIRECT DEBIT GUARANTEE

The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.

* The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.

NB: We may revise or amend these terms and conditions at any time. These terms and conditions apply to the contract between the customer and Nottingham City Council

For any queries regarding our terms and conditions or for a copy of this document in a form more suited to your personal needs, please contact our Robin Hood Support Team at: [email protected]

Information on our Privacy Notice can be found here

REFUND TERMS AND CONDITIONS

Robin Hood Season cards:
Refunds are available on Robin Hood Season products that have a minimum of 1 month or more remaining.

Refunds will be given on any remaining travel however, 10% of the remaining value, plus a £10 administration fee will be deducted.

A refund can only be obtained from the Victoria Travel Centre and your Robin Hood card must be handed in at the same time.

Refunds will be issued via the same payment method as the card was purchased; if purchased by debit/credit card, the amount will need to be refunded to the same card. If you no longer have your original receipt, then please bring a bank statement as proof of purchase and a valid form of ID.

There are no refunds on Robin Hood Direct Debit products

Robin Hood PAYG
Refunds are available from the Victoria Travel Centre only.

For non-photo PAYG refunds, you must present a valid form of ID in order to obtain a refund. Your PAYG card must be registered to yourself and handed in at the travel centre at the time of refund. The remaining value will be refunded to you minus a £3 administration fee.

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