Terms & Conditions

The Key

Use of the key Smartcard ("the Smartcard") is subject to these Terms and Conditions together with Metrobus Conditions of Carriage. 'Metrobus' is the trading name of Metrobus Limited ("the Company").

On the issue of the Smartcard, it is possible to store tickets for travel on the Company's services. Each time the holder uses it, the Smartcard will register and any tickets will expire after the number of days that have been purchase have ended. The Smartcard cannot be used unless it has been topped up with valid tickets, and that the registered holder is responsible for keeping it recharged.

Tickets are able to be validated for 12 months from the date of purchase. Un-validated tickets will expire 12 months from their purchase date. No refunds will be given for tickets which remain unused after this time. However, if further tickets are added to the Smartcard by Topping Up with further tickets, the life of all tickets remaining on the card at that point will be extended for 12 months from the date of Topping Up.

This excludes annual products, for which a start date is specified by the customer at the time of purchase.

The website will not be updated with the number of tickets left on a Smartcard until the Smartcard has been presented to the reader on a bus following any Smartcard Top Up. Update of the website may take up to 48 hours.

The Smartcard does not hold money, and is not a stored value card at the current time.

Drivers and officials of the Company may inspect the Smartcard at any time and it must be shown on request.

All Smartcards remain the property of the Company. The Company reserves the right to withdraw individual Smartcards, and the Smartcard service generally, at any time.

The registered holder of a Smartcard agrees to inform the Company in writing of any change to their name, address or other details (either by post, e-mail to, or by editing contact details through the Company's website). This will enable contact to be made to issue a replacement for a lost Smartcard or return a found Smartcard (if not cancelled).

Adult Smartcards are fully transferable and valid tickets on adult Smartcards can be used by other family members of friends. However, Child, Surry Student, 3in1 and Gatwick Travel card Smartcards are not; these Smartcards must only be used by the registered holder and any breach of this rule in terms of the Company's standard conditions of travel will result in the Smartcard being withdrawn. The registered holder may be liable to a penalty fare.

A registration form must be completed before a card is issued. The Company may refuse to issue a Smartcard at its discretion.

If there has been no use of a Smartcard for one year then the Smartcard will automatically be cancelled.

Lost Smartcards can be replaced. The Company reserves the right to charge an administration fee of £5 for each replacement Smartcard.

Damaged Smartcards can be replaced. If the Company believe the Smartcard has been tampered with in any way it may be withdrawn without refunding the remaining value. A driver or other official of the Company is entitled to retain any Smartcard which they believe has been tampered with, is being misused or which has become electronically unreadable. Where the Smartcard is faulty it will need to be returned to the Company before a new card can be issued free of charge.


Registered holders must take care of the Smartcard, and ensure it is not crushed or folded, is not placed near any strong magnetic or electric fields, allowed to get wet or exposed to extremes of temperature.

On boarding a bus the Smartcard must be placed on or near the card reader so that the reader indicates it has been properly read by making an audible 'bleep' and showing a green light. Only when this positive confirmation of reading has been received is the registered holder treated as having made valid payment for that journey.

Top ups via the internet

If the Smartcard is topped up over the internet from the site 48 hours must be allowed for the top up to be available on the bus to upload on to the Smartcard.

Lost or stolen cards

The loss, theft or failure of a Smartcard must be notified to Customer Services at the Company as soon as possible. This can be done by telephoning 01293 449191 or by calling into Crawley Bus Station Travel Shop or Redhill Bus Station Travel Shop.

The Company cannot prevent the unauthorised use of a lost or stolen Smartcard until it has been reported by the registered holder to Customer Services, when it will be cancelled. Cancellation may take up to 48 hours to come into effect. Until it is cancelled, the registered holder will be liable for the unauthorised use of the Smartcard.

The Company will not be liable for any travel costs incurred between the reporting of a lost or stolen card and the receipt of a replacement Smartcard.

Once cancelled, a Smartcard cannot be 're-activated'.

Replacement Cards

For a lost or stolen card we reserve teh right to charge a £5 administration fee for a replacement Smartcard. Any outstanding tickets will be transferred to the replacement card.


Refunds are only granted in exceptional circumstances and are entirely at the discretion of the Company. Refunds must be applied for in writing. If granted, a refund will always be calculated on a non pro rata basis which fairly accounts for the travel used. A £10 administration charge will be made for all refunds. 'Refunds' are not to be confused with the transfer of outstanding tickets from a lost, stolen, or damaged Smartcard.

Data Protection

The Company will not pass details of registered holders on to any third party except as required by law.

The Company will only use information that the registered holders have supplied for administration (including development and maintenance of systems), customer services and research, and detection and prevention of crime. Unless the relevant box has been ticked on the application form, registered holders agree that the Company may also contact them with updated information about The Company's services such as timetable changes, price changes, special offers and other related products and services.


Where a Smartcard is faulty and the fault is not because of a failure on the part of the registered holder to take care of it, the Company will replace it free of charge and will endeavour to replace any unused tickets. Where the Smartcard is faulty it will need to be returned to the Company before a new card can be issued free of charge.

Where a card malfunctions because the Company reasonably believes it has been misused or the registered holder has failed to take care of it, the Company reserves the right to charge £5 for its replacement, and the Company will endeavour to replace any unused tickets.

Irrespective of the policy above, we reserve the right to withdraw the card at any time.


The Company reserves the right to vary these Terms and Conditions from time to time.