Passengers who have been charged
• an incorrect fare due to a system error or device issue, or
• a default fare due to incorrect tap behaviour (maximum fare)
can now request a fare adjustment so that the correct fare is charged and the net remaining value refunded back to the card balance.
In line with banking and financial regulations, cardholders may request an adjustment within 120 days of the event that triggered the requirement for an adjustment. Requests after that time will be rejected.
Passengers may request up to a maximum of 10 adjustments in a 28-day period.