Purpose of this policy

1   To establish a policy for issuing transit ticket refunds and exchanges.

Guiding principles

2   No refunds or exchanges will be issued, except as outlined in this policy.

Refunds

3   (1) Customers requesting a refund due to exceptional circumstances must submit a written request to the Revenue Manager, enclosing the tickets or passes for which a refund is requested. The written request must include the name of the applicant, mailing address, telephone number, and the reason for the request.

(2) Under no circumstances will a refund be issued for lost or stolen tickets or passes.

(3) Refund requests will be accepted only at the Cashiers Division at City Hall.

(4) Cash refunds will not be provided.

(5) Refunds will be given at the discretion of the Revenue Manager.

Exchanges

4   Tickets or passes may be exchanged at the Cashiers Division at City Hall for other tickets or passes of equal or lesser value. No refund will be provided for any difference in value between the exchanged tickets and passes. The following conditions apply:

(a) Adult and Senior/Student Monthly Passes

(i) Credit for exchanges of Adult and Senior/Student Monthly Passes will be reduced by the price of one Adult Day or Senior/Student Day Pass, respectively, for each and every day and/or partial day that has elapsed in the month for which the monthly pass applies.

(b) Adult and Senior/Student Day Passes

(i) Exchanges of Adult and Senior/Student Day Passes will be permitted only if the passes are not scratched and are returned in their original state.

(c) Adult and Senior/Student Bus Tickets

(i) Exchanges of Adult and Senior/Student Bus Tickets will be permitted only if the bus tickets are still in a complete sheet of ten. No partial exchanges will be permitted.