Refunds and concession cards
Applies to: customers asking for a refund of go card balance or help with a concession card.
Balance refunds
- Registered cards: balance refunded to the customer bank account in about 10 business days.
- Unregistered cards: refund possible only for balances under $10 or a faulty card, via a customer centre.
- A card replaced under warranty is refunded in full, with no fee.
Concession cards
- Confirm the concession type (student, senior, pensioner).
- Check that the concession is linked to the customer account.
- If not linked, direct the customer to upload proof of eligibility. Review takes 5 business days.
- Concession fares apply from the day the concession is approved. Past trips are not refunded.
Escalate when
- A refund is requested for more than $100.
- The customer disputes an eligibility rejection.