These terms and conditions relate to the use of contactless debit or credit cards, smartphones, smart watches, and other wearable devices to pay for your fare. These new fare payment forms will be referred to collectively throughout this document as contactless payment methods.
Customers using go cards can view go card terms and conditions.
Use of contactless payment methods
- Only customers travelling on an adult fare on contactless payment enabled Translink services will be able to tap on and tap off using their contactless payment method.
- You may only use a contactless payment method to travel on Translink services where you see the contactless payment symbol displayed on Smart Ticketing equipment.
- Currently, contactless Visa, Mastercard or American Express credit or debit cards or digital wallets linked to your smartphone, smart watch, or smart device such as Apple Pay, Google Pay and Samsung Pay are accepted. You must tap on to start and tap off at the end of each trip along your journey using the same contactless payment method at Smart Ticketing equipment displaying the contactless payment symbol .
- You cannot use your contactless payment method to travel on Translink services that do not display the contactless payment symbol . Where there is no contactless payment symbol displayed you must tap on and off using a go card or purchase a paper ticket for your journey.
- You cannot use your contactless payment method to transfer between Translink services unless all services along your journey are fitted with Smart Ticketing equipment displaying the contactless payment symbol . If the Smart Ticketing system does not register two taps from the same payment method a default fare will be charged.
- If a contactless payment method cannot be tapped due to a Smart Ticketing equipment malfunction or a direction given by a Senior Network Officer or Authorised Person to not tap, each unmatched tap in your journey may be charged a default fare. In these circumstances, you will need to contact the Translink Contact Centre to verify the issue and confirm whether you are entitled to a refund of the difference between the default fare and the fare payable for your journey.
Recording of personal information
- Account registration is not yet available on Smart Ticketing and as such no personal information is collected by Translink. Therefore, if you use a contactless payment method you will be travelling anonymously.
Payment of fares
- The current adult go card fare will be charged for journeys on Translink services displaying the contactless payment symbol .
- You must ensure sufficient funds are available in the account linked to the contactless payment method you are using to pay for your journey.
- You must ensure that your smartphone, smart watch, or other wearable device has sufficient battery life to enable the device to be used to successfully tap at the start and off at the end of your journey.
- The Smart Ticketing system will validate your account is in good standing to travel at each tap – that is, your account is active at your financial institution and your contactless payment method has not been blocked because of unpaid debt or suspected fraud.
- Translink will aggregate all fares at the end of the day before debiting the funds from your account.
- If you don't have sufficient funds in your account, your contactless payment method will be blocked until you have paid for your fare.
- All concession customers must continue to use their go card or purchase a paper ticket (if applicable) to travel on a concession fare.
Request from a Senior Network officer or Authorised Person
- You must produce the contactless payment method used for payment of your journey on request by a Senior Network Officer or Authorised Person for the purpose of confirming you tapped to enable payment of your fare. The Senior Network Officer or Authorised Person will use a revenue protection device to determine if you have used the contactless payment method to enable payment of the fare for the journey.
- If a Senior Network Officer or Authorised Person determines you have not used the contactless payment method correctly to enable the fare for the journey to be processed a warning or penalty infringement notice may be issued.
Default Fares and auto fill tap correction and fraud detection
- You must tap on and tap off using the same contactless payment method for each journey. If you don't use the same contactless payment method to tap on and tap off for the one journey the Smart Ticketing system will record two separate journeys. You may be charged a default fare for each journey.
- If you miss a tap on your journey, and the missed tap journey resembles a similar journey you have undertaken at least 6 times in the last 28 days, the Smart Ticketing system will autofill the missing tap and charge you the appropriate fare for the journey. To manage fare evasion risk Translink limits the number of times this feature can be used.
- You may seek an adjustment to a fare you have been charged by contacting the Translink Contact Centre on 13 12 30, who will consider your request according to Translink's adjustment policy.
- To manage fare evasion risk Translink may limit the number of times a customer using a contactless payment method can use the features described at conditions 19 and 20.
- Translink has the right to recover debt for unpaid fares. To clear your debt, you may call the Contact Centre to pay any outstanding amount, or the system will make several attempts to settle any outstanding debts from your financial institution. A failure to clear the debt will result in the contactless payment method being blocked and you will be unable to use it on Translink's services until the debt has been repaid.
- A continued pattern of missed taps may be identified for investigation as an attempt to fraudulently use the Smart Ticketing system. Your contactless payment method may be added to a deny list, which would prevent you from using that payment method for travel.
Loss or theft of contactless payment method
- As per financial institution requirements, you are required to immediately notify the financial institution of the loss, theft or misuse of your credit or debit card.
- Translink assumes no liability for any loss, theft, or unauthorised use of a contactless payment method. As the contactless payment method holder, you acknowledge that you are responsible for following your financial institution's procedures for reporting lost, stolen or misused credit or debit card. You also acknowledge that any person with access to your contactless payment method, or the card to which it is linked, may be able to access your travel history associated with that contactless payment method.
- Once a financial institution has blocked or cancelled a credit or debit card, any contactless payment method linked to the relevant credit or debit card cannot be used on a Translink service and will be blocked from accepting taps. There may be a short period between your financial institution cancelling or blocking the contactless payment method and the contactless payment method being blocked in the Smart Ticketing system. You should contact your bank or financial institution if you become aware of any travel related transactions that occur during this period.
Terms and conditions
- Translink reserves the right to amend these terms and conditions at any time and will publish any changes to these terms and conditions on before they commence.
- Should you continue to use contactless payment methods after any changes are published on the Translink website you agree to be bound by those changes. If you do not agree to be bound by those changes, you must refrain from using the contactless payment method for travel on a Translink service.
- These terms and conditions are governed by the laws of Queensland. As a user of Translink services, you submit to the exclusive jurisdiction of the courts of Queensland.
- These terms and conditions for the use of contactless payment methods take effect on and from 26 May 2022.