Terms of Use

Travelwest Smartcards Terms & Conditions

  1. General
    Use of the Travelwest smartcard is subject to the following terms and conditions, together with the bus operators conditions of carriage. For further details, contact the operator concerned – for contact details on all operators go to operator's contact details. The card remains the property of the issuers.

  2. Travelwest Smartcards Terms & Conditions
    The smartcard is free and may be ordered from the Travelwest website. Any available  tickets or monetary value, can be added by the customer at the same time as ordering the card.

  3. Ticket products
    Bristol Park and Ride tickets are only available to Travelwest card holders issued with cards through the Park and Ride and customers who purchase a Bristol Park and Ride ticket at the same time as ordering a new card online. These tickets, and others, will be available to all Travelwest card holders soon.

  4. Cashless ticket purchase
    The smartcard can also be used to hold monetary value which you can use to pay for individual journeys instead of paying by cash. The smartcard stores its monetary value through the sQuid Pay-as-you-go function.

  5. Adding ticketing products or monetary value
    Ticket products can be purchased via the Travelwest website. Bristol Park and Ride tickets can then be picked up at ticket collection points located at the Bristol park and ride sites. Tickets purchased online before 11pm can be picked up from 6am the following day.

  6. Using your smartcard To pay with your sQuid pay-as-you-go
    Just advise the driver that you are paying by Pay-As –You-Go credit on your smartcard, ask for the ticket you want such as a single or day ticket, and then hold your card against the ticket machine.

    To use a ticket
    If you already have a valid bus ticket on your card, all you have to do is hold your card against the reader.

    The card must be presented to the driver or electronic ticketing equipment on the bus at the start of each journey. The driver may inspect, refuse use of, or retain the card if he or she has reasonable cause to believe it is being used improperly.

  7. sQuid e-purse
    A sQuid e-purse with zero value is added to all smartcards. The sQuid e-purse can be topped up on the following website - https://www.squidcard.com/support/transit, sQuid terms and conditions apply.

    Once topped up on the sQuid website sQuid pay-as-you-go value can picked up at the park and ride collection points and on participating buses.

  8. sQuid Auto top-up
    To ensure that you never run out of Pay-As-You-Go credit you are able to select the ‘Auto top-up’ feature, through your sQuid account, and your credit will be automatically topped up when it runs low.

    Auto top-up is currently only available for sQuid Pay-As-You-Go epurse.

  9. Topping up your smartcard
    It is your responsibility to ensure that your Smartcard remains valid for use by keeping your pay-as-you-go balance topped up, or having the correct ticket to complete your journey. You will need to pay by cash if there is not sufficient sQuid pay-as-you-go value or tickets on your card.

  10. Smartcard/Ticket expiry
    Smartcards will last for 7 years from the date of purchase, after which the card will need to be replaced. Smart tickets are valid for 12 months from purchase, after which any remaining unused trips on that ticket will expire. If this happens, any remaining trips on the smartcard will be permanently invalidated. Unused trips which subsequently expire are not refundable.

  11. Registering your smartcard
    Your smartcard is not personalised and is therefore transferable between different users travelling at different times. You can protect your card in the eventuality of loss, theft and physical damage, by registering it on the Travelwest website. Bristol City Council is not liable for any ticket product or value stored on a smartcard that has not been registered.

  12. Lost/stolen/damaged cards
    To report a lost or stolen card and arrange a replacement please call 0300 300 0032 (lines open 9 am to 5 pm Monday to Friday excluding bank holidays).

  13. Safe keeping and care of smartcards
    To ensure smartcard functionality, the user must take care that the card is not:

    • abraded, cut, folded or crushed
    • placed near strong electric or magnetic fields or other smartcards such as “Oyster”
    • exposed to liquids for extended periods
    • exposed to extremes of temperatures
    • users are advised not to keep their card in a plastic wallet if they keep in a trouser pocket regularly, as this will remove the surface typeface over time

    Replacements for Smartcards which fail or malfunction at the ticket machine can be requested online or can be returned via post to FREEPOST SWSAL. Provided that the failure or malfunction of the returned card is not deemed to be caused by unreasonable use, a replacement Smartcard will be provided free of charge. Bristol City Council will not be liable for travel costs incurred between reporting the defective card and receipt of its replacement. The decision of Bristol City Council in determining reasonable use of the card, or otherwise, is final.

  14. Refunds
    Neither South West Smart Applications Limited (SWSAL) nor any participating bus operator is obliged to give a refund for any separate fare paid by the holder due to loss, theft or withdrawal of this card.

    Refunds are granted only in exceptional circumstances, at the discretion of South West Smart Applications Limited (SWSAL). Refunds must be applied for in writing, stating the reason for the request and with the return of the Smartcard. If granted, a refund will be calculated from date of receipt by the council counting full days/trips remaining or remaining period of validity, less £20 administration fee.

  15. Data protection
    Any details supplied at registration will be used solely for delivery of the card to the requester. No personal information will be passed to third parties, except as required by law.

    South West Smart Applications Limited (SWSAL) and the West of England Partnership will only use the information that you have supplied for administration (including development and maintenance of our systems), customer services and research, and detection and prevention of crime. For more information read our Privacy Policy.

  16. Operation of the scheme
    South West Smart Applications Limited (SWSAL) and the West of England Partnership, as promoters of the smartcard reserve the right to withdraw individual smartcards and the entire park and ride smartcard scheme at any time.

    The terms and conditions of the scheme may be amended at any time without prior notice, at the discretion of the council.