Opal Refund and Balance

Transfer Policy
Electronic Ticketing System
Version 4.0

OPAL Refund and Balance Transfer Policy

This Opal Refund and Balance Transfer Policy sets out the terms upon which TfNSW will provide refunds under
the Opal Ticketing System. This Opal Refund and Balance Transfer Policy also describes the terms upon which
we will transfer the balance of an Opal Card to another Opal Card. Capitalised terms that are not defined in this
policy have the meaning given to them in the Opal Terms of Use which can be viewed at opal.com.au.
In this Opal Refund and Balance Transfer Policy:
Damaged means not capable of being read by an Opal Card Reader and subject to physical damage or
electronic tampering by you or any other person or event subsequent to the acquisition of the Opal Card.
Faulty means: (i) not Damaged but not capable of being read by an Opal Card Reader; or (ii) failing to comply
with any applicable statutory guarantees.
Opal Refund Form is the Opal card refund form or Opal card refund for deceases estates issued by us and
appearing at the end of this document.
Opal Return Address is Opal Customer Care, Locked Bag 5026, Alexandria, NSW, Australia, 2015.

IF YOU WANT A REFUND

1.

Entitlement
Subject to the Opal Terms of Use and this Opal Refund and Balance Transfer Policy, you may claim a refund
of the Opal Card Balance of a registered or unregistered Opal Card if:

2.

Faulty: the Opal Card is Faulty;

Damaged: the Opal Card is Damaged;

Unwanted: you no longer want to use the Opal Card;

Terms of Use: you are permitted to do so by the Opal Terms of Use; or

Expired: (for registered Opal Cards only) the Opal Card has expired.

Conditions of refund
We will issue refunds on the following conditions:
(a) Return the Opal Card with an Opal Refund Form: You must return the Opal Card for which a refund is
claimed by sending that Opal Card together with a signed and completed Opal Refund Form to the Opal
Return Address. If your Opal Card is registered, the name on the Opal Refund Form must match the
name in the customer profile under which that Opal Card is registered unless you are applying for a
refund on behalf of a deceased estate, or are the parent or guardian of an Opal Card belonging to a child
under the age of 16. If you are applying for a refund for a deceased estate, you will need to provide us
with a copy of the death certificate or funeral notice, and confirm that you have authority to act on behalf
of the estate by completing the Opal card refund for deceased estates.
(b) Provide true, accurate and up to date information: You represent and warrant that the information
provided in the Opal Refund Form is true, accurate and up to date.
(c) Refund to bank account or by cheque: Refunds will be made to the Australian bank account specified
in the Opal Refund Form that accompanies the returned Opal Card. If there is no Australian bank
account specified in that Opal Refund Form, subject to paragraph (e) below, a refund will be made by
cheque sent to the address specified in that Opal Refund Form. Refunds paid by cheque involve
additional processing time.
(d) No refunds in cash or by credit card: No refunds will be made in cash or to a credit card account.
(e) Restriction on refunds by cheque: We will not make refunds by cheque for amounts less than $5.00.
(f)

Balances not funded: No refunds will be made of any balance that was not funded by you or any other
customer.

(g) Refund of entire balance: A refund will only be made in the amount of the full refundable balance of the
Opal Card (less any applicable charges or fees). The full refundable balance will be determined at the
time we receive your signed Opal Refund Form and the returned Opal Card.
(h) Cancellation of returned Opal Card: The Opal Card for which a refund is sought will be cancelled.

(i)

Fees: Where any information you provide on the Opal Refund Form is incorrect and we incur a bank fee
as a result (for example, a reversal fee), we will charge you the fee we incur and will deduct this from the
card balance.

(j)

Compliance with Terms of Use and laws: We may reject any claim for a refund if you have not
complied with the Opal Terms of Use or this Opal Refund and Balance Transfer Policy, or if we have
reason to suspect that an offence under any law may have been or may be committed.

(k) Cancelled or expired Opal Cards: In the case of a cancelled or expired registered Opal Card, you must
claim a refund or request a balance transfer (subject to section 4 below) within 90 days from the date on
which the Opal Card expired. If you do not do so, you will forfeit the Opal Card Balance of that expired
Opal Card to us. If you have not registered your Opal Card, you will not be entitled to a refund or balance
transfer and you will forfeit the Opal Card Balance on the cancellation or expiration of the Opal Card.
(l)

Lost or stolen cards: We do not provide refunds for lost or stolen Opal Cards, but if an Opal Card is
registered you may obtain a balance transfer in accordance with sections 3 and 4 below.

(m) Option for a balance transfer: If your Opal Card is registered, you have the option to obtain a balance
transfer instead of a refund in accordance with sections 3 and 4 below.
(n) Refund to the cardholder only: We will only make a refund to the person to whom an Opal Card
belongs, unless you are applying for a refund on behalf of a deceased estate, or are the parent or
guardian of an Opal Card belonging to a child under the age of 16. This is the case even if another
person has added value to that Opal Card.

IF YOU WANT A BALANCE TRANSFER

3.

Entitlement
Subject to the Opal Terms of Use and this Opal Refund and Balance Transfer Policy, if an Opal Card is a
registered Opal Card we can arrange for a balance transfer for that registered Opal Card (Original Opal
Card) to another registered Opal Card if:

4.

Lost or stolen: the Original Opal Card is lost or stolen;

Faulty: the Original Opal Card is Faulty;

Damaged: the Original Opal Card is Damaged;

Unwanted: you no longer want to use the Original Opal Card; or

Expired: the Original Opal Card has expired.

Conditions of balance transfers

We will make balance transfers for Original Opal Cards on the following conditions:

(a)

Report lost or stolen card immediately: If the Original Opal Card is lost or stolen you must notify us
as soon as possible by calling 13 67 25 (13 OPAL).

(b)

Blocking: We will take immediate steps to block and cancel the Original Opal Card as soon as you
notify us that it is lost or stolen or that it is Damaged, Faulty or unwanted.

(c)

Request a balance transfer: You may request a balance transfer by calling 13 67 25 (13 OPAL).

(d)

Balance transfer of entire balance: A balance transfer will only be made in the amount of the full
transferrable balance of the Original Opal Card (less any applicable charges or fees). The full
transferrable balance can only be determined 24 hours after the time when (a) the Original Opal Card
is reported as lost or stolen; or (b) the Original Opal Card is reported as Damaged, Faulty or unwanted.

(e)

Transfer to a registered Opal Card: A balance transfer can only be made from the Original Opal Card
to another Opal Card registered under the same customer profile.

(f)

Your co-operation: You must do all that is necessary to obtain and register another Opal Card under
the Original Opal Cards customer profile in order to enable the balance transfer to be made.

(g)

Reloadable Opal Cards only: A balance transfer can only be made to and from reloadable registered
Opal Cards.

(h)

Compliance with Terms of Use and laws: We may decline to make a balance transfer if you have
not complied with the Opal Terms of Use or if we have reason to suspect that an offence under any law
may have been or may be committed.

(i)

Collecting a balance transfer: If we make a balance transfer, the amount of the balance transfer will
not be loaded on the Opal Card until you tap on at an Opal Card Reader. It is your responsibility to tap
on at an Opal Card Reader to enable the balance transfer to be loaded on the Opal Card.

(j)

Balance transfer for the cardholder only: We will only make a balance transfer for the person to
whom an Opal Card belongs. This is the case even if another person has added value to that Opal
Card.

LOST OR STOLEN UNREGISTERED OPAL CARDS

5.

No balance protection for lost or stolen unregistered Opal Cards

We do not provide refunds or balance transfers for unregistered Opal Cards that are lost or stolen. The
unused Opal Card Balance of a lost or stolen unregistered Opal Card is not protected so you will not be able
to arrange for a refund or balance transfer of a lost or stolen unregistered Opal Card.

Opal card refund form

Before you complete this form, have you considered instead ordering a new card and getting a balance transfer?
You can do this by calling 13 67 25 (13 OPAL).
How to use this form:
Please fill out the top section in CAPITAL LETTERS using a
black pen
Please ensure you have provided Australian bank account details
and the account holder has signed the section titled Refund to
my Australian bank account
Please ensure you have signed the refund agreement section
For Opal Terms of Use, Opal Refund and Balance Transfer Policy
and Opal Privacy Policy please visit opal.com.au

After you have completed this form:

Keep the tear-off section at the bottom of the form for your records
Return the completed form, together with the relevant Opal card, to:
Opal Customer Care, Locked Bag 5026, Alexandria NSW 2015. Do
not staple or perforate the Opal card.
Please allow up to 20 business days for this form to be processed.
Refunds paid by cheque involve additional processing time.
Please remember to enclose your Opal card. Your refund application
will not be accepted unless the card is enclosed.

Cancel my enclosed Opal card

Reason:

Not working

No longer required

Other (write reason here):

Opal card number (first 16 digits only) Please enclose this card with this form

Title

First name

Last name

Mr

Mrs

Ms

Dr

Other

Home address:
Number and street
Suburb

State

Postcode

Country

Email address
Phone number
(

)
Refund to my Australian bank account
Please provide your bank account details here. This information will be used to credit the refundable balance on your Opal card back to
your bank account. If you do not complete this section, a cheque will be posted to the above home address.
Bank or financial institution
BSB

Branch
Account number

Account holder name

Signature of account holder

Date

Opal card refund agreement please read and sign below

represent and warrant that the information provided in this refund form is
true, accurate and up to date;
agree that refunds will be made in accordance with the Opal Terms of Use and
Opal Refund and Balance Transfer Policy;
accept that Transport for NSW has the right to determine the method by
which a refund is made and may elect to make refunds via a cheque or
a transfer to an Australian bank account instead of making a refund to a
credit card;
accept that refunds by cheque will not be made for amounts less than $5.00
(after the deduction of any applicable charges or fees);
accept that (i) no refunds will be made in cash, (ii) refunds will only be made in
the amount of the total balance of the Opal card (less applicable charges); and
(iii) no refund will be given unless the Opal card for which a refund is sought is
physically returned with this form;
agree that if the Opal card is registered, the name on this form must match the
name of the profile under which the card is registered;

agree that if an Australian bank account has not been provided on this form,
a cheque will be mailed to the home address provided on this form;
acknowledge that refunds paid by cheque involve additional processing
time;
accept that the Opal card will be cancelled; and
release Transport for NSW, to the full extent permitted by law, from all
liability in relation to the Opal card and its Opal card balance and in relation
to this refund form, upon receipt by the undersigned of a refund.

Signature

Print your full name

Date D

Privacy: The personal information collected for the purposes of the Opal card Ticketing System will be treated in accordance with the Privacy Personal Information
Protection Act 1998 (NSW). For information on how we handle such personal information we refer you to the Opal Privacy Policy published on opal.com.au.

Processed by Opal Customer Care

Office use only:

Date D

D / M

M / Y

Please complete, tear off and retain this section. Please allow up to 20 business days for this form to be processed.
Refunds paid by cheque involve additional processing time.
Opal card number
Date

GT079 RF Form 161213

By signing below you:

Opal card refund for deceased estates

After youve completed this form:
Return the completed form, together with the Opal card and supporting
documents, to: Opal Customer Care, Locked Bag 5026, Alexandria,
NSW, 2015. Do not staple or perforate the Opal card.
Please allow up to 20 business days for this form to be processed.
Refunds paid by cheque involve additional processing time.
Remember to enclose the Opal card and the Death Certificate or funeral
notice. Your refund application will not be accepted unless these
areenclosed.

How to use this form:

Please fill out sections 1 to 4 in CAPITAL LETTERS using a
blackpen.
Please ensure youve provided Australian bank account
details and the account holder has signed the section titled
Australian bank account details.
Please ensure you have signed the refund agreement section.
For Opal Terms of Use, Opal Refund and Balance Transfer
Policy and Opal Privacy Policy please visit opal.com.au.

1. Refund Claimant details

Title
Mr

Mrs

Ms

Dr

Other

First name

Last name

Postal address: Number and street

Suburb

State

Email address

Postcode

Country

Phone number

Relationship to the deceased

2. Registered Opal cardholder details

Opal card number

Title
Mr

First name

Mrs

Ms

Dr

Other

Last name

Postal address: Number and street

Suburb

State

Email address

Postcode

Country

Phone number

Supporting documentation attached

Death certificate

Funeral notice

3. Australian bank account details

Please provide the Claimants bank account details here. This information will be used to credit the refundable balance on the deceaseds
Opal card to the nominated bank account. If this section is not completed, a cheque will be posted to the Claimants postal address.
Bank or financial institution

Branch

BSB

Account number

Account holder name

Signature of account holder

Date

4. Opal card refund agreement - declaration of Claimants capacity to act

Represent and warrant you are a representative of the deceased person

(named above) and are authorised to deal with Transport for NSW (TfNSW) in
respect of the deceaseds Opal card.
Represent and warrant that the information provided in this form is true,
accurate and up to date.
Agree to compensate TfNSW for any loss or liability TfNSW incurs if this
declaration, or any of the information provided by you in this form, isincorrect.
Agree refunds will be made in accordance with the Opal Terms of Use and
Opal Refund and Balance Transfer Policy.
Agree that if an Australian bank account has not been provided on this form,
a cheque will be mailed to the postal address of the Claimant provided on
thisform.
Accept that refunds by cheque will not be made for amounts less than $5.00
(after the deduction of any applicable charges or fees).
Acknowledge that refunds paid by cheque involve additional processing time.

Accept that (i) no refunds will be made in cash, (ii) refunds will only be made
in the amount of the total balance of the Opal card (less applicable charges);
and (iii) no refund will be given unless the Opal card for which a refund is
sought is physically returned with this form.
Agree that if the Opal card is registered, the name of the deceased on this
form must match the name of the profile under which the card is registered.
Accept that the Opal card will be cancelled.
Release TfNSW, to the full extent permitted by law, from all liability in
relation to the Opal card and its Opal card balance and in relation to this
refund form, upon receipt by the undersigned of a refund.

Claimant signature

Print your full name

Date D

Processed by Opal Customer Care

Office use only: Date D

D / M

M / Y

GT079 RF Form 301014

By signing below you: