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Stagecoach UK Bus online sales Terms and Conditions

The Stagecoach UK Bus online sales Terms and Conditions are outlined below. Please note that certain tickets have local restrictions to their use. Where applicable these restrictions are clearly stated within the e-shop when you ask to “view full ticket information”. It is your responsibility to check this along with the other validity details before completing your online purchase.

Definitions:

Megarider
Megarider tickets are time based tickets and are purchased for a predefined area and start and end date (except Xtra see below). Megarider tickets are transferrable i.e. can be used by another person. However, only one person can use a Megarider at any one time.

Megarider/ Oxford SmartZone®
Oxford SmartZone® tickets are multi journey and time based tickets which can be used on Stagecoach, Oxford Bus Company and Thames Travel buses within the defined zone. For more details about Oxford SmartZone® please refer to section 11.


Unirider
Unirider is a student only time based ticket and is for a predefined area and start and end date. This ticket is NOT transferrable and can only be used with the valid photo ID as listed in the e-shop “view full ticket information”. The name on the ticket must match the name on the photo ID.  A valid student photo ID would include NUS Card, University ID Card and must include a recent photograph of yourself.  Some Unirider tickets are only available to students at a particular educational establishment – where applicable these will be listed in the “view full ticket information” page.


Paper tickets
Through our e-shop we sell Megarider and Unirider tickets as paper tickets delivered to your requested address. The tickets will have the appropriate start and end date printed on them as defined in your online order.


StagecoachSmart tickets.
Tickets purchased for StagecoachSmart travel card are purchased through the e-shop and ‘collected’ when the physical card is presented to a bus. The start date for the card will be as defined in your online order. As we are gradually rolling out this facility, tickets for StagecoachSmart are only currently available in a few areas.


Megarider Xtra
This is a method of purchasing Megarider tickets and is only available for StagecoachSmart travel card. Customers who sign up for Xtra are agreeing to a recurring payment being made with the card provided at the time. Megarider Xtra tickets are valid during the period that your recurring payment remains in force with us.

Due to the differences above there are some features to the sales and support service we offer that are different. Where applicable we have outlined these in the terms and conditions.

1) Ticket Validity and Usage

  • All tickets are valid as advertised within the e-shop under the “view full ticket information” page.
  • Most tickets have a set start and end date and are  valid for the geographical area as described in the “view full ticket information” page. However, Oxford SmartZone and Megarider with Oxford SmartZone passes will start from first use.
  • The purchasing of a ticket does not guarantee a seat on any route. Seats are allocated on a first come first served basis.
  • Tickets remain the property of Stagecoach UK Bus and must be produced at any time when requested by a company official. Where photo ID is required, tickets presented without a photo ID or with an incorrect photo ID will be confiscated. Passengers failing to produce a current valid ticket (with ID where applicable) will be liable to pay a fare (which may be a standard fare set by the operating company). Confiscated tickets will not be returned.
  • If your ticket is damaged, illegible or defective, it will be replaced and a £5 administration fee may be charged. Defective tickets will need to be returned to the appropriate address detailed in the Contact Us section.
  • If you do not have your ticket with you when you travel you must buy a ticket for your journey. Any such tickets bought are non refundable.
  • All travel using tickets purchased through this website is subject to the conditions of travel of the relevant service operator. Copies may be obtained directly from those operators.

2) Payments

Standard Payments  - all except Megarider Xtra

  • We have taken many steps to ensure the security of your payment transaction, including adopting appropriate industry standards.
  • All payment transactions are handled by our partner WorldPay, a secure payment processing provider. . Your credit/ debit card and related personal details are only collected by  WorldPay in order to process your order. WorldPay terms and conditions, and privacy and security policies can be found at  www.worldpay.com
  • Standard payments are taken from your debit/credit card at the time of purchase.

Recurring Payments (FuturePay) - only for Megarider Xtra

  • Recurring payment (FuturePay) agreements set up to purchase Megarider Xtra products are also administered by Worldpay
  • Once your agreement has been set up, payments will automatically be collected according to the agreement.
  • Each payment is debited from your card or bank account as part of your agreement, a transaction confirmation email is generated by the WorldPay system and sent to the email address entered when your agreement was created.
  • If your card expired or if a payment is not authorised, we will send you an email to inform you of the steps you need to take within the Shopper Management System to resolve the issue.
  • Should a payment remain outstanding for more than 48 hours beyond the renewal date then your ticket will be cancelled and will expire at the end of the paid for period
  • A recurring Payments (FuturePay) agreement can be cancelled by you either
    • logging into you FuturePay account
      or
    • contacting our Customer Service team
      or
    • requesting to cancel a Megarider Xtra ticket from your MyStagecoach account.
  • Should a payment be cancelled then your ticket will be cancelled and will expire at the end of the paid for period. If you require further clarification please contact our Customer Services team (link) before cancelling the payment or visit the WorldPay website

3) Ticket Status

Your order status updates as we move your order through the system. Your order status can be found in your MyStagecoach account under My Orders. Order status is dependent upon the different delivery methods as outlined in the definitions of the ‘Terms and Conditions’, see more information on the status that applies to your ticket.

4) Despatch of tickets

When you order a ticket from Stagecoach Bus, our aim is to get that ticket to you so that you can start using it from the start date you have selected in your ticket selection. Due to the different technologies involved we have different delivery methods for our StagecoachSmart than we do our paper based tickets. This why the e-shop presents different start dates available to you depending on what delivery is selected.

It is the responsibility of the customer purchasing the ticket to ensure that the delivery address is secure and one that is suitable for selecting Royal Mail deliveries.

Paper tickets:

All postal tickets will be despatched within 3 days using the Royal Mail 1st class delivery service. Most items will arrive within 3 days. However, Stagecoach cannot be held responsible once the item has entered the Royal Mail system. If your ticket has not arrived within 3 days then please contact us via our customer service team.

StagecoachSmart tickets (including Megarider Xtra)

All new StagecoachSmart Travel Cards will be despatched within 3 days using the Royal Mail 1st Class delivery service. Most items will arrive within 3 days. However, Stagecoach cannot be held responsible once the item has entered the Royal Mail system.

If your ticket has been purchased for an existing StagecoachSmart Travel Card, the ticket will be ready for use from the start date agreed at the time of purchase. The ticket is collected from the ticket machine when you present your StagecoachSmart Travel Card to the on bus reader.

If your new StagecoachSmart travel card has not arrived within 3 days of your order or you experience problems with your card then please contact us via our customer service team.

Oxford SmartZone®

All new StagecoachSmart travel card will be despatched within 3 days using the Royal Mail 1st Class delivery service. Most items will arrive within 3 days. However, Stagecoach cannot be held responsible once the item has entered the Royal Mail system.
If your Oxford SmartZone® ticket has been purchased for an existing StagecoachSmart Travel Card the ticket will be ready to use at any time 48 hours after purchase (except routes X30, 31, S3 and S5 which are 72 hours). The ticket is collected from the ticket machine when you present your StagecoachSmart Travel Card to the on bus reader (this includes Oxford Bus Company and Thames Travel buses for Oxford SmartZone® tickets).

If your new StagecoachSmart travel card has not arrived within 3 days of your order or you experience problems with your card then please contact us via our customer service team.

5) Undelivered Tickets

We are committed to getting your ticket out to you in time and have restricted the start dates during the ordering process to ensure that we do so. If your ticket is not delivered to you within 5 working days you should report this immediately to us. Please see contact us to see the appropriate contact details for your ticket enquiry.

6) Refunds and cancelled tickets

Due to the technology involved the refund process for cancelled tickets is slightly different between paper based tickets purchased from our eshop and tickets purchased for StagecoachSmart Travel Cards from our eshop.

Paper tickets:

Refunds and cancellation of tickets will be considered upon written request and surrender of the appropriate ticket.

We will calculate the refund by deducting the cost of the value of the ticket portion used based on the best value alternative ticket you would have been able to purchase at the date the ticket was purchased for the period it was used. There is a £10 administration fee for refunds.

Written requests, enclosing the ticket for refund, should be sent to your local operating company, details of which can be found in the Contact Us section of the site.

StagecoachSmart tickets (including Megarider Xtra)

Tickets purchased through our eshop for a StagecoachSmart Travel Card can be cancelled through the website by visiting the Manage My StagecoachSmart section of the MyStagecoach area. You’ll need to login in to do this.

Alternatively customers can call the Customer Service centre – click here for opening hours and details.

If your ticket hasn’t been used we will refund the full ticket value, minus any administration fees. If the ticket has been used we will refund the residual value of the ticket after deducting the cost of the best value alternative ticket/s for the journey made, plus any administration fees. There is a £5 administration fee for all refunds on StagecoachSmart tickets.

Oxford SmartZone® tickets


Refunds and cancellations for Oxford SmartZone® tickets follow the same guidance as StagecoachSmart tickets with the exception of one week, 5 days and 12 trips, all of which will not be eligible for a refund.

7) Lost/stolen tickets

Your tickets are items of value and should be looked after as securely as possible. You are advised to ensure that, as an item of value, your ticket is insured against loss or theft through your own household insurance policy.

If your ticket is lost or stolen you should report this to the police and notify Stagecoach immediately.  If you or we cannot recover your ticket, we may consider an application for a duplicate ticket.

Due to the technology involved the process for requesting replacement tickets is slightly different between paper based tickets purchased from our eshop and tickets purchased for StagecoachSmart Travel Cards from our eshop.

Lost/ stolen paper tickets:

We may consider an application for a duplicate ticket in exceptional circumstances. We do not issue duplicated for lost or stolen 7 day or 28 day paper tickets.

We may ask you or others for information and we may refuse applications for replacement based on the grounds of the ticket being confiscated as it was withdrawn due to suspected fraudulent use.

Even in those cases where it is deemed appropriate to replace a lost or stolen ticket:

  • We will only replace a ticket once in its validity period
  • We will impose an administration charge of £25
  • We will insist on the loss or crime having been reported to the police
  • We will insist on the claim being in writing either by email or through the post to the operating company the ticket belongs to.

Customers are advised that Stagecoach is not liable for the reimbursement of additional tickets purchased whilst waiting for your replacement tickets to arrive in the post.

Lost/stolen tickets on StagecoachSmart:

StagecoachSmart Travel Cards that have been registered with a MyStagecoach account can be reported using the “Manage my StagecoachSmart” section of the site – make sure you have logged into My Stagecoach.

Alternatively, contact our helpline.

If a ticket on your StagecoachSmart Travel Card has more than 5 days validity on it, Stagecoach will transfer your ticket to a new Travel Card and send it out in the post, please allow 3 days for this to arrive.

Customers are advised that Stagecoach is not liable for the reimbursement of additional tickets purchased whilst waiting for your new StagecoachSmart Travel Card to arrive in the post.

A replacement fee of £5 may be charged. Only tickets sold by Stagecoach will be loaded onto the replacement card.

Megarider Xtra

Megarider Xtra tickets are live until the recurring payment stops. When you record your card lost or stolen  (as above) we will get a new card to you with your product ready for collection on the bus within 3 days. Megarider Xtra customers will be advised on how to claim back the cost of subsequent journeys when they report the loss to Stagecoach.

8) StagecoachSmart Travel Card Scheme

StagecoachSmart cards are issued by and remain the property of Stagecoach Group plc (or it’s successors) and must be returned on demand.

When purchasing a ticket through our e-shop, you select date for the ticket – if you are buying a ticket to go an existing card you will be presented with start dates for 2 days time, if you are requesting a new ticket to be sent to you will be presented with start dates in 3 days time to allow for postal delivery. If you try to use the ticket before the start date it will be rejected by the ticket machine and you will be asked to make alternative payment arrangements.

Abuse or misuse of the StagecoachSmart card and any loaded electronic tickets may result in the card being permanently withdrawn and could lead to prosecution.

All travel using electronic tickets stored on the StagecoachSmart card is subject to the conditions of travel of the relevant service operator. Copies may be obtained directly from those operators.

Oxford SmartZone®


When purchasing an Oxford SmartZone® ticket or a Megarider with Oxford SmartZone® ticket through our e-shop, you can start using it 48 hours after purchase (except on routes X30, 31, S3 and S5 where it is 72 hours). The date of first use will then be the start date for that ticket. If you are requesting a new StagecoachSmart card, please allow 3 days for postal delivery.

This scheme is administered by Stagecoach Group plc. Contact details for this scheme can be found by clicking here.

9) Privacy

Stagecoach takes your privacy very seriously. We only collect information we need to provide the service you have requested. It is not our policy to provide any other organisation with your details or information provided to us via our website, unless required by law and we will never provide your e-mail address to anyone and only hold addresses for specific reasons. Stagecoach use your email address to provide you with information about promotions and services we think may be of interest to you. However, you can change your marketing preferences at any time by logging into to MyStagecoach and visiting the ‘edit my marketing preferences’ from the ‘manage my stagecoach’ section.

10)   General

Failure or delay by us to enforce an obligation or exercise a right under these terms and conditions does not constitute a waiver of that obligation or right. If any provision or term of these terms and conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such terms or provision shall be divisible from the other terms and conditions and shall be deemed to be deleted from them. We may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by that version. It is your responsibility to check the terms and conditions on the website regularly and prior to making any purchase.

11) Oxford SmartZone®

Oxford SmartZone® tickets are multi journey and time based tickets which can be used on Stagecoach, Oxford Bus Company and Thames Travel buses within the defined zone.

Oxford SmartZone® Multi-trip products

SmartZone® multi-trip products such as ‘12 journey’ are valid for 6 months from the date of purchase. However, if you add further trips to your card, the life of all trips remaining on the card will be extended by 6 months (unused trips will expire after 6 months and no refunds will be given for trips which remain unused after this time).


Oxford SmartZone® time based products


SmartZone® time based products are valid for the period purchased, starting from the date they are first used on a bus in the SmartZone® scheme (the ticket will become invalid if unused for 6 months).

Young Persons Oxford SmartZone®


Young persons 18-and-under Oxford SmartZone® tickets can be used by anyone aged 18 or under. Please note that you may be required to show identification to prove that you are entitled to use this pass.
All SmartZone® passes are transferable i.e can be used by another person. However only one person can use an Oxford SmartZone® pass at any one time, and they must meet the age criteria if using a young persons 18 and under ticket.

Megarider with Oxford Smart Zone®

Megarider with Oxford SmartZone® tickets are time based tickets which can be used on Stagecoach, Oxford Bus Company and Thames Travel buses within the defined SmartZone®; outside the zone they will only be valid on Stagecoach buses.
These products are valid for the period purchased, starting from the date they are first used on a bus (the ticket will become invalid if unused for 6 months).

Please note that ICE collect and spend transactions are not available on Oxford SmartZone® products or Megarider SmartZone products.

 

12) Oxford Tube

 

Oxford Tube multi journey tickets and passes can be used on Oxford Tube coaches between Oxford and London. For more details about the Oxford Tube see http://www.oxfordtube.com

Anyone travelling on a Child, Young Person/Student or Senior ticket on the Oxford Tube may be asked to provided appropriate identification.