Terms & Conditions

All purchases of tickets on this website and any website to which you are directed from this website are governed by the following terms and conditions subject to variances more particularly detailed or referred to below in the case of FirstCard (West Yorkshire), M-Tickets (ftr services where operated) and E-tickets (York AirLink and Reading RailAir). They are to be read together with any other applicable terms and conditions but supersede any such other terms and conditions if and to the extent they are inconsistent.

Definitions

There are some words which are set out in these terms which have specific meanings. These are denoted by capitalised terms so that:

"Applicable First Operating Company" means the First Bus company with which you choose to travel.

"E-Ticket" means a ticket supplied to the purchaser by e-mail as a unique code number, to be used for access to the York AirLink and Reading RailAir on a specified date or dates.

"FirstCard" means a travel pass which entitles the customer to purchase tickets (using value stored on the FirstCard) for travel within the Bradford Boundary.

"Photocard" and/or "Photo ID" means a card supplied by the applicable First Operating Company and bearing a unique number to which the user of the ticket must attach their passport-type photograph. The ticket issued by First will carry the same number.

Contact Details

Bus tickets purchased on this website are sold by Firstinfo Limited, Intercity House, North Road, Plymouth, Devon, PL4 6AB, Tel 0845 601 8020 on behalf of the Applicable First Operating Company.

Any complaints or queries should be sent to Customer Services Department, Firstinfo Limited, Intercity House, North Road, Plymouth, Devon, PL4 6AB, Telephone 0845 601 8020, e-mail contactus@firstgroup.com.

Payment Options

Payment on this website is through Worldpay, part of The Royal Bank of Scotland Group, using its service payment scheme.

Payment may also be made by downloading an order form and sending it to FirstInfo Limited at the above address with a cheque or debit/credit card details.

Full payment is required in advance unless an instalment payment option is being offered. Ticket validations for instalment option tickets will be issued as payment is made.

Conditions of Carriage

All travel undertaken as envisaged by this website is subject to the Conditions of Carriage of the Applicable First Operating Company.

Contract Formation

This website makes the contract formation process clear; you may change your mind and no contract has been formed at any stage up to the point when your payment details are authorised and your order is accepted by the issue of a ticket.

Tickets

The ticket prices detailed on this website are for a selected range of products, are VAT free and include delivery. Please note that other ticket types and fares may be available through other sales outlets. Your enquiry provides us with only limited information and therefore no guarantee can be given that the ticket sold by this site is the most suitable for your purposes. If you require assistance or further information on other fares available or the most appropriate ticket for you, please contact the Applicable First Operating Company.

Tickets sold are valid for travel in zones and areas as specified by the Applicable First Operating Company, apart from the following standard service exemptions:

  • Park & Ride
  • Late night services
  • Inter Urban/Express Services
  • Tours & Excursions
  • Rail Air and shuttle services (except where specified)

These exemptions are not exhaustive and we recommend that you contact the Applicable First Operating Company for the area in which you intend to travel or visit www.firstgroup.com for details of any other local exemptions.

Tickets remain the property of the Applicable First Operating Company and must be produced at any time during the journey when demanded by an official of the Applicable First Operating Company. Where relevant both the Photocard and ticket must be shown by a user when boarding. Passengers failing to produce a current valid ticket must pay the appropriate fare and claims for refunds in such cases will not be allowed. Tickets are valid for the period shown on the ticket only. Where a PhotoCard is required tickets presented without the Photocard or with an incorrect ID Number will be confiscated. Out of date and invalid tickets will also be confiscated. The Photocards remain the property of the Applicable First Operating Company and will also be confiscated if presented with an invalid ticket. Claims for refunds or extension in the case of reduced or depleted services will not be allowed unless the Applicable First Operating Company unilaterally fails to provide a published service. Tickets are not transferable and do not confer any priority on the holder over other passengers.

Tickets are sent by first class post in the UK (at the customer's risk) and there is no charge for postage. We will endeavour to post your tickets to you within three working days of receipt of your order but we cannot guarantee that timescale.

You must check that your ticket details are correct on receipt of your tickets. If your ticket details are incorrect in any way, please contact the helpline number on the letter included with your tickets quoting your order number.

You are entirely responsible for the safe keeping of your ticket/cards and FirstGroup plc or the Applicable First operating Company take no responsibility whatsoever for lost or stolen tickets/cards.

Price and Payment

Price and Payment Options are as identified on this site and selected by you. For all non-instalment ticket options the price specified must be paid in full before the tickets are despatched.

Cancellations and Refund Policy

General

You have the right to cancel any purchase made on this site within seven working days of placing the order using the Contact Us section of this site or by e-mailing us at contactus@firstgroup.com and quoting your order number. If you subsequently receive a ticket you should also immediately write by first class post to Firstinfo Limited, Intercity House, North Road, Plymouth, Devon, PL4 6AB with the same details enclosing the unused ticket. It is your responsibility to return the ticket at your own expense.

On notice of cancellation, if we have not already despatched your ticket we will refund all monies paid. If we have already despatched your ticket we will await the receipt of the ticket by us and provide a refund within 30 days of receipt of the returned ticket. If the ticket has not commenced its validity period all monies will be refunded. If the ticket has already commenced its validity period, the refund made will be in accordance with our refunds policy.

If you fail to pay any instalment on its due date, or fail to provide proof of student status where required, or if any information about you which you provided proves incomplete or inaccurate, then we shall be entitled to cancel all further ticket allocations.

FirstGroup plc reserves the right to cancel any tickets which have been obtained in any fraudulent manner.

Refunds

Refunds of tickets during their validity period will be considered on your written request. If allowed, the refund will be paid pro rata to the total monies received against the number of days of validity left on the ticket (on the date we receive the ticket for surrender) less an administration charge as specified by the Applicable First Operating Company.

Special Considerations for Specific Ticket Types

FirstStudents (Bristol and Somerset & Avon area only)

General Terms & Conditions for the issue of FirstWeek, FirstMonth, FirstTen, FirstTerm, FirstSixMonths, FirstYear

1. Availability

Season Tickets are available from:

  1. Internet – www.firstgroup.com - payment by credit/debit card
  2. Debit Scheme Hotline – 0845 600 1804
  3. Travel Bristol Information Centre – Colston Avenue (Debit & Credit card facilities available)
  4. Bristol Bus Station, Bath Bus Station, Wells Bus Station, Yeovil Bus Station,
  5. Bridgwater Bus Station, Taunton Travel Shop and Weston-s-Mare Travel Shop (Debit & Credit facilities available)
  6. Participating local agents

Applications may be made through the post accompanied by a cheque or postal order made payable to First Bristol Buses Limited, to:

Passes Administrator
Enterprise House
Easton Road
Bristol
BS5 0DZ

Please make sure that the postal application reaches the address above at least 5 working days before date of use, to allow time for processing. All orders will be subject to Postage & Packing and handling charges.

If you wish to pay by cheque a corresponding cheque guarantee card number must be written on the back of the cheque along with the cardholder’s address.

2. Terms Of Use:

A season ticket is issued subject to the Company’s Regulations and Conditions, which may be viewed at any Company booking or enquiry office, and also subject to the following special conditions.

  1. A valid Child or Student Photo card must accompany Child and Student Season Tickets.
  2. The Season Ticket is valid only in the specific area, up to and including the expiry date shown.
  3. For each journey taken a season ticket must be produced.
  4. Passengers not in possession of a valid season ticket and matching Photo card (if applicable) for the journey being undertaken may be liable to pay a standard fare of £20.00.
  5. The Company reserve the right to refuse to issue or renew any season ticket.
  6. An expired, defaced, illegible or altered season ticket is not valid and will be withdrawn.
  7. Care of the season ticket is the responsibility of the holder. In exceptional circumstances replacements can be applied for to the Passes Administrator, subject to an administration charge of £50.00 and proof of purchase being provided.
  8. A maximum of 3 replacements for any purchased tickets will be permitted. Any subsequent replacements will be at the full price, this is provided the original receipt of purchase is produced.
  9. The card does not provide any priority of place over any other passenger whether on the bus or in the queue, nor any right to travel on any particular journey.

3. Refunds, Lost Cards & Damaged Tickets:

  1. There will be No refunds on the unused portion of FirstWeek, FirstTen, FirstMonth, FirstTerm, FirstSixMonth, and FirstYear tickets. However, in special circumstances, a refund may be given at our discretion on production of the card and receipt.
  2. Refunds will be subject to a £20.00 administration charge and will be based on the number of weeks or months used at the current First Week and/or FirstMonth price less any initial discount you may have received. As the cost of the season ticket has been calculated to allow for annual holidays, the validity period will not be extended for periods of non-use due to holidays or sickness.

4. Lost/Stolen/Damaged Tickets:

  1. If any ticket is lost we will not offer any replacement or refunds, however, a replacement ticket may be provided at our discretion on production of the original receipt, subject to clause 2(viii).
  2. If any ticket is stolen we can offer a replacement for the duration of the stolen pass provided, if a crime reference number is supplied, but no refunds will be given, subject to clause 2(viii).
  3. An administration charge of £50.00 will be charged for any lost or stolen tickets unless pass protection was purchased at the time of purchasing the ticket. This is only available for FirstSixMonths and FirstYear tickets. The £50.00 administration fee would be waived.
  4. A £20.00 payment for pass protection can be made against a First TermTicket for peace of mind and the administration charge will be waived. Please call the Passes Administrator for details on 0117 3736481. Defaced or damaged tickets will only be replaced on production of the old ticket and receipt (FirstSixMonths, FirstYear or FirstTerm) and an administration charge of £10.00 will be payable.
  5. Student Photo Cards will be replaced on receipt of £10.00.
  6. Child Photo Cards will be replaced on receipt of £5.00.

Note 1: Pass Protection:

Pass protection allows tickets to be replaced free of charge up to a maximum of three per year at a cost of £40.00. This will only be available at the time of purchase.

Note 2: Commuter Card Scheme:

For any Companies that deal with First Commuter Card Scheme, please be aware that any tickets that require refunds will be repaid to the Companies and not the individuals.

If you have any suggestions or comments about our bus services, please write to:

Customer Service Centre
Freepost 3782
Bristol
BS5 0ZX
Telephone number 0845 6020156

All timetable information can be obtained from Traveline on 0871 200 22 33.

 

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