Subscription Tickets Terms & Conditions
1 Subscription tickets terms and conditions (including First Unlimited)
1.1 What these terms cover. These are the terms and conditions on which we supply a subscription ticket for travel services to you and should be read in conjunction with terms and conditions for mobile tickets (mTickets).
1.2 Why you should read them. Please read these terms carefully. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.3 Adhering to the terms. As a customer, in receipt of a subscription ticket for travel services, you must adhere to these terms and we will do the same.
1.4 Changes to the terms. From time to time these terms may change. We will endeavour to inform you of any changes on a regular basis.
2 Information about us and how to contact us
2.1 Who we are. We are FirstGroup plc (company number SC157176), a company registered in Scotland whose registered office is at 395 King Street, Aberdeen, AB24 5RP.
2.2 Ticketing Team. Our ticketing team can be contacted on 0345 340 9023 (available Monday to Friday 9am to 5pm) or First.firstname.lastname@example.org.
3 Providing the subscription
3.1 Purchasing a subscription ticket entitles you to unlimited travel on First Buses within a specified zone/area. This is provided to you by individual tickets valid for one calendar month. Tickets are delivered to your mTicket account one (1) day prior to your renewal date and automatically activated on your renewal date. Subscription tickets can only be purchased on our eTickets website and it will only be valid when accessed via our mTickets app (for clarity, there are no paper alternatives available). See our mTickets FAQs for more details on how our mTickets app works. The mTickets app can be downloaded to your phone from the Apple App Store and Google Play.
3.2 By signing up to a subscription ticket you are agreeing to a Direct Debit payment being taken two (2) working days before your ticket renewal date each calendar month (following successful first payment for the first ticket by credit/debit card, at the time of ordering).
3.3 Initial payment for a subscription ticket takes place at the time of ordering. This allows us enough time to process your application, but does not guarantee acceptance to the subscription scheme should the set-up of your Direct Debit instructions subsequently fail.
3.4 Your subscription will be valid until you end the contract as described in clause 4 or we end the contract by written notice to you as described in clause 6.
3.5 Provided your monthly Direct Debit payment is successfully collected on the agreed date, a new ticket will be activated in your mTicket wallet each calendar month.
3.6 If your subscription ticket is not available in your mTicket wallet on your ticket renewal date, you must inform our Ticketing Team as per clause 2.2.
3.7 You are required to ensure the holder of the nominated bank account has authorised the Direct Debit payments and that each monthly payment can be taken from the nominated bank account two (2) working days before the ticket renewal date.
3.8 We will cancel your subscription ticket contract if you do not make your monthly payment. If your Direct Debit payment is unsuccessful, you will receive a payment failure email one (1) working day before your subscription renewal date. We will make one further attempt to collect payment two (2) working days from the day you receive the payment failure email. If the second attempt is unsuccessful your subscription ticket contract will be cancelled.
3.9 You are required to give at least one month's notice of any amendments to bank or building society details, change of name, address or any change to ticket subscriptions. This can be done by contacting our Ticketing Team as per clause 2.2. We will give at least ten (10) days’ written notice of any price changes, except when tax changes require an immediate price change.
4 Your rights to end the subscription
4.1 You have a right to change your mind (as provided for by the Consumer Contracts Regulations 2013) within 14 days of initially purchasing your subscription ticket. However, if you cancel after we have started providing the travel services you must pay us for the services provided up until the time you tell us that you have changed your mind. Refunds will be made in accordance with our refunds policy.
4.2 You can end your subscription contract, providing you give us at least ten (10) working days’ notice before your ticket renewal date.
4.3 Individual tickets issued as part of your subscription have a validity of one calendar month; we will not refund whole or partial amounts due to subscription cancellations.
4.4 If you end your subscription ticket contract, you may re-join one month after your last Direct Debit payment, providing your account has no outstanding balance and has been conducted in accordance with all clauses outlined in these Subscription Tickets Terms and Conditions.
5 How to end your subscription
5.1 If you wish to cancel a subscription ticket contract please let us know by contacting our Ticketing Team, as per clause 2.2. Please provide your name, customer reference number, phone number and email address. You must give us at least ten (10) working days’ notice of your intention to cease Direct Debit payments or you may be charged for the issuing of the subsequent month’s ticket.
6 Our rights to end the subscription
6.1 We may refuse your application or end your subscription if you break its terms. We may do this at any time, by writing to you, if:
(a) we consider your behaviour towards staff employed by First Group Plc or its subsidiaries or affiliates to be unacceptable or abusive;
(b) the subscription or ticket is misused in any way; or
(c) if Direct Debit payments are not promptly and regularly paid via the nominated bank or building society account.
6.2 We reserve the right to cancel tickets issued to the mTicket wallet if we are notified that payment has not been received.
7 Our responsibility for loss or damage suffered by you
7.1 If we fail to comply with these terms, we are responsible for loss or damage that, at the time of entering into this contract, can be or can be specifically attributed to, or is a foreseeable result of, our breach or negligence. We are not responsible for any loss or damage that is not foreseeable or is not specifically attributable to our breach. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
7.2 We only supply the tickets for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
7.3 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of your legal rights in relation to this service;
(d) First Group’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of this contract shall in all circumstances be limited to the value of your subscription ticket.
7.4 Our liability shall not be excluded or limited by any applicable laws, regulations, regulatory requirements and codes of practice of any relevant jurisdiction, as amended and in force from time to time.
7.5 We have taken steps to ensure the security of your payment transaction, including adopting appropriate industry standards. All Direct Debit transactions are handled by our partner GoCardless, a UK online Direct Debit provider. Your bank account and related personal data are only collected by GoCardless in order to process your order. GoCardless terms and conditions, privacy and security policies can be found at the GoCardless Website.
8 How we may use your personal information
We may collect and process the following personal information about you:
Information you give to us. We will use this information:
8.1 We and our agents will use the information you supply to process your purchases and carry out our obligations arising from any subscription contract you have entered into between you and us, We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, or such equivalent legislation as amended from time to time. You confirm that you will only enter information about yourself and that such information is true.
8.2 payment card details are stored securely and will never be disclosed to anyone for purposes other than for payments initiated by you. Direct Debit transactions are handled by our partner GoCardless as outlined in clause 7.2.
8.3 to provide you with information about other tickets, products and services we offer that are similar to those that you have already purchased or enquired about;
8.4 to provide you, or permit selected third parties to provide you, with information about products or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you are a new customer, and where we permit selected third parties to use your information, we (or they) will contact you by electronic means only if you have consented to this. If you do not want us to use your information in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your information (the order form or registration form);
8.5 to notify you about changes to our company or services;
8.6 to ensure that content from our website is presented in the most effective manner for you and for your computer.
Information we collect about you. We will use this information:
8.7 to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
8.8 to improve our website to ensure that content is presented in the most effective manner for you and for your computer;
8.9 to allow you to participate in interactive features of our service, when you choose to do so;
8.10 as part of our efforts to keep our website safe and secure;
8.11 to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
8.12 to make suggestions and recommendations to you and other users of our website about products or services that may interest you or them.
Information we receive from other sources.
8.13 We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).
9 Other important terms
9.1 We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.
9.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
9.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
9.5 If we delay in enforcing this contract, we can still enforce it later. If we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
9.6 These terms are governed by English law and any legal proceedings in respect of the subscription tickets shall be heard in the English courts.
9.7 If you have any issues with subscription tickets please contact the Ticketing Team as per clause 2.2.