Buy Online Terms and Conditions

Despatch of Tickets

Postal Tickets

All postal tickets will be despatched within 3 working days using the Royal Mail 1st Class delivery service. Most items will arrive the next working day. However Stagecoach cannot be held responsible once the item has entered into the Royal Mail system. If your ticket has not arrived within 5 working days then please contact us at online.sales@stagecoachbus.com or telephone 0871 8340010 (calls cost 10p per minute from BT Landlines, charges from other providers or mobiles may vary).

Please do not contact your local Operating Company since they will be unable to provide any information or assist. It is the responsibility of the customer purchasing the ticket to ensure that the delivery address is secure and one that is suitable for accepting Royal Mail deliveries.

Electronic Tickets (Smart Card)

All electronic tickets will be despatched as soon as practical from our system. Most items will arrive within 3 days of purchase. If your ticket has not arrived within 5 working days then please contact us at customer.support@stagecoachsmart.com or telephone 0845 810 1000 (Lines are open 07:00 to 22:00, 7 days a week (excluding Christmas Day). Calls from BT landlines are charged at ‘local rate’. Calls from mobiles and other operators will vary).

Please do not contact your local Operating Company. since they will be unable to provide any information or assistance.

A ‘StagecoachSmart travel card’ is a plastic travel card, each one with a unique 18 digit code. ‘Stagecoach electronic tickets’ are tickets that are loaded onto the StagecoachSmart Travel Card.
StagecoachSmart travel cards are issued by and remain the property of Stagecoach Group plc (or its successors) and must be returned on demand.
StagecoachSmart Travel Cards may be used to store electronic tickets provided by or purchased from any Stagecoach Group company or any of its agents. Electronic tickets are valid for use in the area advertised at the time of purchase.
For lost, stolen or damaged StagecoachSmart travel cards:
- All occurrences should be reported to the helpline on 0845 810 1000. Lines are open 07:00 to 22:00, 7 days a week (excluding Christmas Day). Calls from BT landlines are charged at ‘local rate’. Calls from mobiles and other operators will vary.
- If you wish Stagecoach to replace any electronic tickets stored on the StagecoachSmart travel card, you must have previously registered as the holder of the travel card with the helpline. StagecoachSmart travel cards administered as part of our online purchasing process will automatically be registered to the card holder.
- Replacement of your StagecoachSmart travel card and any pre-purchased electronic tickets is at the discretion of Stagecoach Group. An administration fee may be charged for any replacement StagecoachSmart travel card.
- The number of replacement StagecoachSmart travel cards you are allowed may be limited.
- Theft of a StagecoachSmart travel card must also be reported to the police and the crime reference number quoted if and when seeking a replacement of the travel card.
Abuse or misuse of the StagecoachSmart travel 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 travel card is subject to the conditions of travel of the relevant service operator. Copies may be obtained directly from those operators.
StagecoachSmart travel card holders must comply with instructions given to them by any member of the service operator’s staff.
The StagecoachSmart travel card does not give the holder preferential treatment over any other user of travel services provided by Stagecoach Group companies.
This scheme is administered by Stagecoach Group plc. Enquiries about the scheme can be made by emailing customer.support@stagecoachsmart.com or calling our helpline on 0845 810 1000. Lines are open 07:00 to 22:00, 7 days a week (excluding Christmas Day). Calls from BT landlines are charged at ‘local rate’.

Security of your payment

We have taken many steps to ensure the security of your payment transaction, including adopting appropriate Industry Standards. In addition, all payment transactions are handled by our partner World Pay, a secure payment processing provider and wholly owned subsidiary of the Royal Bank of Scotland Group. Your credit/debit card and related personal details are collected by World Pay in order to process your order. More details regarding World Pay’s terms and conditions, and privacy and security policies can be found by visiting the World Pay website.

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 e-mail 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 choose not to receive such notices.

Ticket Terms and Conditions

General Ticket Terms and Conditions are detailed below. Some tickets have local restrictions. These restrictions are clearly stated in the “Select Ticket Type” section of the site by clicking on the “info” link.

1) Validity of Ticket

You can use your Megarider / Unirider Ticket from its start date and up to and including its expiry date for any number of journeys between the stops and/or within the zone(s) shown on it at any time of day.
Some tickets, routes and / or networks may be restricted and this will be specified in the Info section of the product at the time of purchase. Please check this information carefully prior to purchase.
Megarider / Unirider Tickets do not offer a guaranteed seat on any particular route. Seats are allocated on a first come first served basis.
You cannot transfer your Unirider Ticket to another person.

2) Photo ID

No Photo ID is required for the Megarider ticket.You need a valid photo ID to buy Unirider Tickets.
Unirider Photo ID cards are not issued by Stagecoach.
A valid Photo ID would include Library Card, NUS Card, University ID Card, International Students Card and must include a recent photograph of yourself.
Some local conditions may apply and these will be detailed
Where required, your photo ID number must be on your Unirider Ticket. For your Unirider Ticket to be valid, you must show both your Unirider Ticket and photo ID with matching ID numbers and name if requested by Stagecoach staff.

3) Refunds

Refunds will be considered upon written request and surrender of the appropriate ticket.
We will calculate 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, plus a £10 administration fee.
Written requests, enclosing the ticket for refund, should be sent to your local company, details of which can be found in the Contact Us section of the site.

4) Lost / Stolen Tickets

Your Megarider or Unirider ticket is an item of value and should be looked after as securely as if it were cash. If your Ticket is lost or stolen you should report this to the police, then notify this immediately at the appropriate number detailed in the Contact Us section below.
If you or we cannot recover the ticket, we may consider an application for a duplicate ticket in exceptional circumstances, if the original was issued for a period of greater than one month. We do not issue duplicates in respect of lost or stolen 7 Day or 4 weekly Tickets. We may ask you or others for information. There is an administration charge when we issue a duplicate Megarider or Unirider Ticket (see section 8).
You are advised to ensure that, as an item of value, your megarider or Unirider ticket is insured against loss or theft through your own household insurance policy.
Even in those exceptional cases where it is deemed appropriate to replace a lost or stolen ticket, we only allow one lost or stolen ticket duplicate issue in any 12 month period. However, we may allow a second duplicate issue if:
- a. the original Ticket is returned to the company within one month of you reporting the theft; or
- b. the first or second request for a duplicate was because of theft, robbery, fire or other exceptional circumstances, the facts of which have been reported to the police, the fire service or another appropriate body.
  We will not issue any more than two duplicate Tickets in any 12 month period under any circumstances.

5) Undelivered Tickets

If your Ticket is not delivered to you within 5 working days you should report this immediately to us at the appropriate number detailed in the Contact Us section below.
For undelivered tickets. If you or we cannot recover the ticket or prove delivery, we will then consider an application for a duplicate ticket. We may ask you or others for information to allow us to determine delivery of the ticket. There is an administration charge when we issue a duplicate Megarider or Unirider Ticket (see section 8).
We only allow one undelivered ticket duplicate issue in any 12 month period.

6) Damaged or Defective Tickets

If your Ticket is damaged, illegible or defective, it will be replaced free of charge on return of the defective ticket to the appropriate address detailed in the Contact Us section below.

7) Tickets left at home

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.

8) Ticket Replacement / Refund Administration Charges

Ticket administration charges

Refunds: 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, plus a £10 administration fee.
Duplicates for lost or stolen tickets: £25 adminstration fee.
Replacement of damaged or illegible tickets where damaged / illegible ticket has been returned: Free of charge

These charges detailed above are subject to change.

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 term 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.

Contact Us

We can be contacted at the appropriate Stagecoach helpline below:

For postal tickets
Email: online.sales@stagecoachbus.com
Telephone: 0871 8340010 (calls cost 10p per minute from BT Landlines, charges from other providers or mobiles may vary)
Our helpline is open Monday to Friday, 08.00am - 5.00pm.

For electronic tickets (Smart Card)
Email: customer.support@stagecoachsmart.com
Telephone: 0845 810 1000
Lines are open 07:00 to 22:00, 7 days a week (excluding Christmas Day). Calls from BT landlines are charged at ‘local rate’. Calls from mobiles and other operators will vary.

IF CONTACTING US PLEASE HAVE YOUR ORDER NUMBER AND EMAIL ADDRESS USED WHEN THE ORDER WAS PLACED AS THIS WILL ASSIST US IN FINDING YOUR ORDER ON OUR SYSTEM.