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Swift card

  1. Introduction
    1. These Terms and Conditions apply to the issue and use of the Swift Card, Swift Pay As You Go credit, Season Tickets, bus Multi-Day Tickets, Swift Go, the Swift Online Account and any other Product type available to be loaded to the Swift Card. In addition, these Terms and Conditions include specific terms that apply to a Swift Card that has been loaded with a child-specific Season Ticket, 16-18 Swift Card when purchasing child rate fares and a virtual Swift Card in a Google Pay account purchased via the Swift on Mobile App.
    2. West Midlands Combined Authority may at any time amend any part of these Terms and Conditions. All revised Terms and Conditions will apply immediately and it is the Customer’s responsibility to regularly review the Terms and Conditions in case there are any changes that affect them. A copy of the latest version of the Terms and Conditions will be available at www.myswiftcard.com.
    3. When the Customer uses the Swift Card for travel on a Participating Operators’ services, they must do so in compliance with the Conditions of Carriage of that Participating Operator in addition to the Swift Terms and Conditions.
    4. When the Customer uses a Swift Go enabled car park it is essential that all Customers comply with all directions and signage in the Car Park when securing parking spaces.  It is imperative that the Customer refers to the individual Car Parking Operator’s Car Park Terms of Business.  Failure to do so may result in financial penalties and additional charges according to the Terms of Business of the Car Park.
    5. The Swift Card does not guarantee a seat on any journey or give priority over other passengers.
    6. The Swift Card is and remains the property of West Midlands Combined Authority at all times.
    7. West Midlands Combined Authority may at its sole discretion, at any time and without notice to the Customer, deactivate, cancel or suspend the right to use the Swift Card or refuse to reissue, renew or replace the Swift Card if West Midlands Combined Authority has reason to believe that the Customer is in breach of these Terms and Conditions and/or any applicable legislation or regulations. In such circumstances, the Swift Card must be returned to West Midlands Combined Authority immediately. West Midlands Combined Authority does not accept any liability for the direct or indirect consequences arising from any deactivation, suspension or cancellation of a Swift Card in accordance with these Terms and Conditions.
    8. For the purposes of these Terms and Conditions:
      • “Auto Pay” means the facility whereby a Swift account is authorised to debit a Payment Card for any fees calculated after charges have been accrued (as further described in section 6).
      • “Auto Top-Up” means the facility whereby a Swift Card can be automatically reloaded with value for a pre-selected amount when the balance on a Swift Card falls below a certain threshold (as further described in section 4).
      • “Capping Day” means the period of time (between 02:00 hours and 01:59 hours the next day) that journeys are undertaken, and charges applied. 
      • “Capping Week” means the period of time of Sunday – Saturday whereby charges for journeys made on each “Capping Day” or for parking a motor vehicle will be accrued in readiness for debiting from a stored Payment Card or Swift Go Balance.
      •  “Child Swift Card” means a Swift Card that has been issued to a person under the age of 16 which can be used to load a child-specific Season Ticket in accordance with section 7.  
      • “Conditions of Carriage” means the regulations and terms and conditions of each Participating Operator.
      • “Customer” means the user of a Swift Card, Swift Pay-As-You-Go credit and/or user of Season Tickets and/or bus Multi-Day Tickets or Online Swift Account loaded to the Swift Card.
      • “Data Protection Legislation” means:
        • Unless and until the General Data Protection Regulation (GDPR) is no longer directly applicable to the UK, the GDPR and any national implementing laws, regulations and secondary legislation, as amended or updated from time to time, in the UK and then
        • Any successor legislation to the GDPR or the Data Protection Act 2018
      • “Device” means a Smartphone or a handheld device running the appropriate software as set out in section 11.1.3 and section 13.3.
      • “Direct Debit Scheme” means payment facility operated through a Financial Institution in respect of Season Tickets.
      • “Fare Cap” means a practice in which customers will only be liable for charges up to a maximum price over a period of time regardless of the number of journeys taken. The charge applied will not exceed the cost of the “Fare Cap” that is suitable for the journeys taken or the sum total of single fares, whichever is of a lower value.
      • “Financial Institution” means Payment Card provider and/or bank or building society.
      • “Google Pay” means the application software downloaded onto a Device to enable Customers to activate a virtual Swift Card loaded with a Product purchased from the Swift on Mobile App.
      • “Independent Retailer” means an outlet/agent that is authorised to retail Swift Cards and/or Products.  Details available at www.myswiftcard.com
      • "Mobility Credits" means travel credits awarded to a Customer and stored to their Online Swift Account that can be used to purchase and/or pay for Products or services in place of using a Payment Card or a Swift Go balance. To access Mobility Credits please to refer to our Mobility Credit Partner(s) at: https://www.brumbreathes.co.uk/info/30/financial-incentives-1/36/vehicle-scrappage-travel-scheme
      • "Mobility Credit Partners" means any designated organisation collaborating with Swift.org.uk (from time to time) to promote access to Mobility Credits or a similar scheme. Currently the designated organisation is Birmingham City Council.
      • “nbus Multi-Day Ticket” means a ticket purchased to allow travel on Participating Operators’ of the bus Ticket Scheme for one calendar day on the day it has been activated.
      • “Online Swift Account” means an account created at www.myswiftcard.com by a Customer in accordance with section 10.
      • “Offline Purchase” means the purchase of a Swift Card or a Product to a Swift Card from a Travel Information Centre, an Independent Retailer or a Swift Ticket Machine.
      • “Participating Operator” means a public Transport Operator who accepts some or all Products loaded to a Swift Card, details found at www.myswiftcard.com.
      • “Pay-As-You-Go credit” means credit purchased in advance of a service use. The purchased credit is used to pay for journeys or tickets at the time travel is undertaken.
      • “Payment Card” means a bank debit or credit card stored to a Customer’s Online Swift Account.  
      • “Personalised Swift Card” means a Swift Card that has been personalised with the Customer’s photograph in accordance with section 5.6.
      • “Product” means either the Swift Pay-As-You-Go credit, Season Ticket, bus Multi-Day Ticket, Swift Go or any other available ticket type that is loaded to the Swift Card.
      • “Season Ticket(s)” shall mean an indication of certain travel related rights held within the Swift Card which shall establish the usage type and period of transport service(s) available to a Swift Card Customer by use of their Swift Card. The Season Ticket constitutes a contract directly between the Swift Card Customer and the relevant Participating Operator(s) and shall not represent a contract between West Midlands Combined Authority and the Swift Card Customer.
      • “Swift Go” means the product that grants the customer that ability to use travel services first and pay later. 
      • “Swift Card” means a transport smartcard that can be loaded with electronic travel Products for use on Participating Operator services and is issued by West Midlands Combined Authority.  This may be a physical card or a virtual card in Google Pay.
      • “Swift Collector App” means the application software downloaded onto a Device to enable Customers to read their Swift Card and load Products purchased through their Online Swift Account to their Swift Card.
      • “Swift Collector” means a device available at designated sites within the West Midlands area that enables Customers to read their Swift Card and load Products purchased through their Online Swift Account to their Swift Card (details of where the Swift Collector device(s) are available can be obtained at www.myswiftcard.com).
      • “Swift Ticket Machine” means a vending machine available at designated sites within the West Midlands area that enables Customers to purchase and top-up Swift Cards and load Products purchased through their Online Swift Account to their Swift Card (details of where the Swift Ticket Machines are available can be obtained at www.myswiftcard.com).
      • “Swift on Mobile App” means the application software downloaded onto a Device to enable Customers to purchase Products and activate them for travel on a virtual Swift Card via Google Pay.
      • “Travel Information Centre” means a travel shop managed by West Midlands Combined Authority and/or partners as detailed at www.myswiftcard.com
      • “West Midlands Combined Authority” is the authority who owns the Swift Scheme at, 16 Summer Lane, Birmingham B19 3SD.
      • “16 – 18 Swift Card” means a Swift Card that has been issued to an eligible person in accordance with section 7 which allows the purchase of child rate fares, a child-specific Season Ticket that can be loaded to the card in accordance with section 5.2 or the purchase of a child-specific ticket available in other formats (i.e. paper).  
  2. General conditions of issue and use of the Swift card
    1. The Swift Card can be loaded with Pay-As-You-Go credit, a Season Ticket, an bus Multi-Day Ticket, Swift Go or any other available ticket type and used to validate travel on Participating Operator services in place of paying a cash fare, or holding a paper Season Ticket pass. If the Swift Card is not loaded with a valid Product for travel the Customer will be required to pay for the journey. Customers found to be travelling without a valid ticket will be liable to pay a penalty fare.
    2. A Swift Card can only be obtained at the time of purchasing a Product and all Swift Cards will be subject to a fee which may be waived at the sole discretion of West Midlands Combined Authority from time to time.
    3. The person to whom the Swift Card has been issued is responsible for the use of that Swift Card. Anybody found to be using the Swift Card fraudulently may be liable for possible prosecution.
    4. The Customer must have the Swift Card with them at the time of travel. If the Customer is not able to present the Swift Card, they will be required to pay for the journey regardless of any available credit or ticket validity on the Swift Card.
    5. The Customer must have the Swift Card available for inspection when travelling at any time. The Customer must show the Swift Card when requested by a member of staff, ticket inspector or other authorised officer and allow it to be read by any electronic reading device. Failure to do so may result in the issue of a penalty fare.
    6. West Midlands Combined Authority will not be liable for any additional travel costs incurred as a result of the circumstances in sections 2.1, 2.4, and 2.5.
    7. In order for a Swift Card to be issued to a Customer under the age of 16, West Midlands Combined Authority shall require the parent or legal guardian of the child to apply for the Swift Card. The personal details of the Parent or Legal Guardian (including name, address, date of birth, email and relationship to the Customer) will also be stored by West Midlands Combined Authority. West Midlands Combined Authority reserves the right to request proof of Parental or Legal Guardianship.
    8. West Midlands Combined Authority may at its sole discretion withdraw the Swift Card or Online Swift Account if it believes that it has been intentionally misused, damaged, defaced, altered or tampered with in any way. In such circumstances, Customers will not be entitled to a refund of any remaining value or ticket validity on the Swift Card or Online Swift Account.
    9. West Midlands Combined Authority reserves the right to cancel the Swift Card and retain any outstanding value on the Swift Card or Online Swift Account if it has not been used for a period of two (2) years from the date a Product was loaded or otherwise not collected via a Swift Collector or Swift Collector App on to the Swift Card.
    10. The Swift scheme may be withdrawn at any time at West Midlands Combined Authority's sole discretion. The Customer will be entitled to a full refund of any remaining value or ticket validity on the Swift Card or Online Swift Account and no administration fee will apply where the scheme is withdrawn by West Midlands Combined Authority.
  3. Swift card loaded with pay-as-you-go credit
    1. Pay-As-You-Go credit
      1. Pay-As-You-Go credit must be loaded with a minimum of £10 credit and a maximum of £50 each time the Customer tops-up.
      2. A Swift Card loaded with Pay-As-You-Go credit is transferable for separate journeys but cannot be used by more than one Customer on the same journey unless it is for the purposes of purchasing a group or family day ticket.

    2. Pay-As-You-Go credit Conditions of Use

      1. The Swift Card must be presented to and placed on the electronic reader at the time of travel and the fare for the journey or cost of a ticket will be deducted from the Pay-As-You-Go credit.
      2. By placing the Swift Card on the electronic reader, the Customer authorises West Midlands Combined Authority to debit the Customer’s Pay-As-You-Go credit by an amount equivalent to the monetary value of the journey or ticket. A ticket receipt may be produced for this transaction which may be required to be presented for any onward travel.
      3. The Customer must have enough Pay-As-You-Go credit on the Swift Card to cover the cost of a journey. Pay-As-You-Go credit cannot be used in partial payment with cash for any journey. 
      4. A message will appear or a verbal instruction will be provided if the Swift Card does not read for any reason or it does not hold sufficient credit to cover the journey. Swift Cards that do not read or do not have sufficient credit will not be accepted and a charge for the journey will be applicable. 
  4. Auto top-up
    1. The Auto Top-Up facility is only available for those Customers who have a Swift Card loaded with Pay-As-You-Go credit and have registered the Swift Card to an Online Swift Account at www.myswiftcard.com.
    2. When the Auto Top-Up facility is selected, either £10,00, £20.00, £30.00 or £40.00 (the Customer’s Auto Top-Up amount) will be debited automatically from the nominated Payment Card or Mobility Credits balance whenever the Customer’s Swift Pay-As-You-Go credit falls below or at the threshold value of £10.00.
    3. West Midlands Combined Authority reserves the right at its sole discretion to modify the Auto Top-Up amount or threshold value from time to time and/or withdraw the Auto Top-Up facility for Swift Card Customers.
    4. By selecting Auto Top-Up the Customer gives West Midlands Combined Authority the authority to obtain payment from the nominated Payment card or Mobility Credits balance.
    5. The Customer is responsible for ensuring that the nominated Payment Card information provided to West Midlands Combined Authority is accurate and up to date. The nominated Payment Card or Mobility Credits balance must have sufficient funds available whenever an Auto Top-Up amount is requested.
    6. West Midlands Combined Authority accepts no responsibility for any charges that may apply if the Customer has insufficient funds on their nominated Payment Card or for any inconvenience if the Customer fails to keep their Payment Card details up to date via their Online Swift Account.
    7. West Midlands Combined Authority shall not be obliged to top-up an Auto Top-Up enabled Swift Card until after the Swift Card Customer’s Online Swift Account has been successfully debited for any previous Auto Top-Up amounts.
    8. The Swift Card shall be blocked and not accepted as payment for travel if any failed Swift Card top-ups are not cleared within one (1) working days and the Customer will need to apply for a new Swift Card. All applicable fees as varied from time to time shall apply.
    9. The Customer may enable, cancel or adjust their Auto Top-Up amount by firstly making the change on their Online Swift Account and then by using a Swift Collector or the Swift Collector App which will enact the change to the Swift Card. Changes to the Auto Top-Up facility will not take effect until both the actions as set out above have been completed.
    10. The Customer will be liable for any Auto Top-Up amount prior to the cancellation or adjustment to the Auto Top-Up amount taking effect.
    11. If an Auto Top-Up instruction for a Swift Card is rejected by the Customer’s Financial Institution, West Midlands Combined Authority reserves the right to do any or all of the following without advance notification to the Customer:
      1. cancel the Swift Card;
      2. suspend the use of the Swift Card for such period as may be determined by West Midlands Combined Authority from time to time;
      3. recover from the Customer the amount of any rejected transaction costs plus all associated costs incurred (including but not limited to all legal costs) by West Midlands Combined Authority for the recovery of any such amounts;
      4. withdraw the Auto Top-Up facility to the Customer;
      5. disqualify the Customer from applying for any new Auto Top-Up facility for such period as may be determined by West Midlands Combined Authority;
      6. deduct or set-off any monies owing to West Midlands Combined Authority from the remaining value in respect of the Swift Card.
  5. Swift card loaded with a season ticket

    1. Conditions of Use of Season Tickets loaded to a Swift Card

      1. Swift Cards loaded with a Season Ticket are not transferable. The   Season Ticket is for the sole use of the Swift Smart Card Customer only.
      2. Any attempted use of Season Ticket by a person not entitled to use it may result in the confiscation of the Swift Card and the issue of a penalty fare.
      3. A Season Ticket can only be loaded to a Swift Card if the Customer satisfies the criteria as set out in section 5.6.
      4. By purchasing a Swift Card loaded with a Season Ticket, you agree to be bound by the terms and conditions applicable to the Season Ticket which are available at www.myswiftcard.com. For the avoidance of doubt, these Swift Terms and Conditions do not replace or override any other terms and conditions of the Season Ticket.
      5. When purchasing a Season Ticket through a Direct Debit Scheme separate terms and conditions will apply.  These Terms and Conditions do not replace or override the separate terms and conditions of the Direct Debit Scheme.
      6. Season Tickets purchased through a Direct Debit Scheme will require a credit check. The full Direct Debit Scheme terms and conditions are available at: tfwm.org.uk/terms-and-conditions

    2. Conditions of Use of Child Specific Season Tickets loaded to a Swift Card

      1. A Swift Card loaded with a child-specific Season Ticket can only be used by a person:
        1. under the age of 16 who holds a valid Child Swift Card in accordance with section 6; or
        2. aged 16-18 who is entitled to and holds a valid 16-18 Swift Card in accordance with section 7.
      2. Failure to meet the criteria set out in section 5.2.1, will result in the Swift Card being blocked, cancelled or confiscated. In such circumstances, the Customer shall not be entitled to a refund of any remaining Season Ticket validity on the Swift Card.
      3. Swift Cards cannot be used to purchase a child-specific Season Ticket after the expiry date which is printed on the front of the Swift Card. Child-specific Season Tickets loaded to the Swift Card prior to the expiry date can still be used until they expire if they remain valid after this date.
      4. For the avoidance of doubt, all other terms and conditions relating to a Season Ticket within these Terms and Conditions shall apply (unless specified) to a Swift Card loaded with a child-specific Season Ticket.

    3. The use of Season Tickets loaded to a Swift Card on bus

      1. At the time of travel on bus the Swift Card must be presented to and placed on the electronic reader to verify entitlement to travel. The electronic reader will make an audible sound and or display a light to indicate that it has successfully read the Swift Card and there is a valid Product allowing travel on the service.
      2. The Customer will not be able to travel on the service until the electronic reader has read the Swift Card and validated its travel rights.
      3. Swift Cards that do not read or do not have a valid Product will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the bus service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.

    4. The use of Season Tickets loaded to a Swift Card on tram

      1. At the time of travel on tram the Swift Card must be presented to the member of staff, ticket inspector or other authorised officer and allow it to be read by any electronic reading device to verify entitlement to travel. The electronic reader will make an audible sound to indicate that it has successfully read the Swift Card and there is a valid Product allowing travel on the service.
      2. Swift Cards that do not read or do not have a valid Season Ticket will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the tram service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.

    5. The use of Season Tickets loaded to a Swift Card on train and at rail stations

      1. At the time of travel on train, the Customer must show the Swift Card upon request by a member of staff, ticket inspector or other authorised officer and allow it to be read by any electronic reading device to verify entitlement to travel. The electronic reader will make an audible sound to indicate that it has successfully read the Swift Card and there is a valid Season Ticket allowing travel on the service.
      2. Swift Cards that do not read or do not have a valid Season Ticket will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the train service until payment for the journey has been made or may ask to alight the service and be subject to a penalty fare.
      3. When entering or exiting a gated rail station, the Swift Card must be presented to and placed on the electronic reader on the gate to verify entitlement to travel. When the Swift Card has successfully read the gates will open allowing the Customer to enter or exit the rail station.
      4. The Customer will not be able to enter or exit a gated rail station until the electronic reader has read the Swift Card and validated its travel rights.
      5. Swift Cards that do not read at a gated rail station or do not have a valid Season Ticket will not be accepted.

    6. Personalisation of Swift Card loaded with a Season Ticket

      1. A Swift Card loaded with a Season Ticket must be personalised with the photograph of the person for whom the Product was purchased for and printed on the Swift Card.
      2. photographs must adhere to the following criteria:
        1. head & shoulders only;
        2. in colour, not black and white;
        3. taken against a light/plain background;
        4. with the Customer facing forward, looking straight at the camera;
        5. only showing the Customer’s full uncovered face – No hats, sunglasses, scarves (unless worn for religious reasons) or social media filters; and be in sharp focus.
      3. The criteria set out in this section also applies to a personalised Swift Card loaded with Swift Go. 
  6. Swift Go

    1. Acceptance

      1. Swift Go may only be used on tram services operated by Midland Metro Ltd and bus operators who are signed up to accept Swift Go available at www.myswiftcard.com.
      2. Swift Go may also be used to cover the cost of parking a motor vehicle at Longbridge Park and Ride car park.
      3. Swift Go will not be accepted on alternative modes of transport and transport networks including trains.

    2. Conditions of Use of Swift Go loaded to a Swift Card

      1. Swift Cards loaded with Swift Go are only available by registering for an Online Swift Account.
      2. Swift Cards loaded with Swift Go are not transferable. The Product is for the sole use of the Swift Smart Card Customer only.
      3. Any attempted use of the Swift Go Product by a person not entitled to use it may result in the confiscation of the Swift Card and the issue of a penalty fare.
      4. Swift Go can only be loaded to a Swift Card if the Customer satisfies the criteria as set out in section 5.6
      5. The Swift Card loaded with Swift Go must be presented to and placed on an electronic reader at the time of travel. Customers must tap or scan their Swift Card in at the start of their journey.  Fare calculations are processed in the back-office system and payments will be taken either from stored Swift Go balance on the Online Swift Account or from the stored Payment Card.
      6. By placing a Swift Card loaded with Swift Go on an electronic reader, the Customer authorises West Midlands Combined Authority to debit the Customer's Online Swift Account by an amount equivalent to the monetary value of the journey, ticket or fare cap.

    3. The use of Swift Go loaded to a Swift Card on tram

      1. At the time of travel on tram the Swift Card must be presented to the member of staff, ticket inspector or other authorised officer and allow it to be read by any electronic reading device to verify entitlement to travel. The electronic reader will make an audible sound to indicate that it has successfully read the Swift Card and there is a valid Product allowing travel on the service.
      2. Swift Cards that do not read or do not have a valid Swift Go product will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the tram service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.

    4. The use of Swift Go loaded to a Swift Card on bus

      1. At the time of travel on bus the Swift Card must be presented to and placed on the electronic reader to verify entitlement to travel. The electronic reader will make an audible sound and or display a light to indicate that it has successfully read the Swift Card and there is a valid Product allowing travel on the service.
      2. The Customer will not be able to travel on the service until the electronic reader has read the Swift Card and validated its travel rights.
      3. Swift Cards that do not read or do not have a valid Product will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the bus service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.

    5. Conditions of Use of Swift Go at Car Parks

      1. Swift Go for car parking is only available by setting up an Online Swift Account and storing a vehicle registration number to the account.
      2. It is the Customer’s responsibility to ensure that car registration number details are correct and kept up to date at all times. West Midlands Combined Authority accepts no liability for issues relating to inaccurate information.
      3. Storing a vehicle registration number in an Online Swift Account and then entering a Swift Go enabled car park means the Customer authorises West Midlands Combined Authority to debit the Customer's Account by an amount equivalent to the monetary value of the fee for the duration that the motor vehicle has been parked.
      4. Vehicle registration numbers can be updated or removed at any time from the Online Swift Account.
      5. Updating or removing a vehicle registration number from the Online Swift Account means the West Midlands Combined Authority will no longer be authorised to debit the Customer's Account for any parking fees accrued for that vehicle registration number.
      6. Should a Customer update or remove a vehicle registration number from the Online Swift Account the West Midlands Combined Authority accepts no liability for any parking fees accrued from the date and time of change.
      7. Parking at a Swift Go enabled car park is done at the Customer’s own risk. WMCA makes no promise that the car parking services will meet your requirements.  The West Midlands Combined Authority accepts no liability for any business, financial or economic loss nor for any consequential or direct loss (such as lost reputation, lost profit or loss of chance) arising as a result of your use of the car parking services whether such loss is suffered as a result of our negligence or otherwise.
      8. West Midlands Combined Authority is only responsible for foreseeable direct loss or damage Customers may suffer as a result of our breach of our obligations under these Terms and Conditions in relation to Customer vehicles whilst at the Car Park.
      9. West Midlands Combined Authority does not exclude or limit its liability for death or personal injury caused by our negligence or our employees, agents or subcontractors.
      10. Swift Go enabled car parks are open to the public at large.  The West Midlands Combined Authority does not guarantee that members of the public will not enter the car park and cause damage to property and or engage in criminal activity. Accordingly, you park your vehicle at your own risk. The West Midlands Combined Authority cannot guarantee the security of your vehicle and/or its contents whilst at the car park.
      11. West Midlands Combined Authority does not provide facilities management services at the car park. It is advised that Customers refer to the Car Park Operator directly with any queries.

    6. The Funding of Swift Go

      1. Upon selecting Swift Go, a Customer must choose how the West Midlands Combined Authority will charge the Customer for any fees that they are liable for.
      2. Customers can choose to Auto-Pay or Top-Up, or have both set up in the Online Swift Account.
      3. Customers who choose Auto-Pay must store a nominated Payment Card which will authorise the West Midlands Combined Authority to debit that Payment Card for any fees calculated after charges have been accrued.
      4. The Customer is responsible for ensuring that the nominated Payment Card information provided to West Midlands Combined Authority is accurate and up to date. The nominated Payment Card must have sufficient funds available whenever a debit is requested.
      5. West Midlands Combined Authority accepts no responsibility for any charges that may apply if the Customer has insufficient funds on their nominated Payment Card or for any inconvenience if the Customer fails to keep their Payment Card details up to date via their Online Swift Account.
      6. Customers who choose Top-Up must add funds to maintain an account balance which will authorise the West Midlands Combined Authority to debit that balance for any fees calculated after charges have been accrued.
      7. On choosing Top-Up, Customers must top-up their balance with a minimum of £10.
      8. Customers can top-up their account balance with a minimum of £10 through their Online Swift Account or at a Travel Information Centre managed by West Midlands Combined Authority as detailed at www.myswiftcard.com.
      9. Customers who choose to pay using a Mobility Credits balance, authorise the West Midlands Combined Authority to debit that balance for any fees calculated after charges have been accrued.
      10. If the Mobility Credits balance reaches a value of £20 or less and credits will not be replenished the Customer must ensure that they update how they fund Swift Go to either Auto-Pay or Top-Up. Failure to do so may result in the Customer accruing unpaid arrears and an outstanding balance and will be subject to clauses 6.12.3, 6.14.1 and 6.14.8.
      11. Customers can change how they fund Swift Go at any time through their Online Swift Account. 
      12. Customers will be able to claim back any unspent balance held on the Online Swift Account subject to any fees being settled and section 15.2.

    7. Calculation of charges for Travel

      1. Charging is calculated based on the cost of journeys that have been undertaken on the “Capping Day” which mean between the hours of 02:00 hours and 01:59 hours the next day.
      2. A Fare Cap may be applied.  When a Fare Cap is reached, the Customer will not be charged above that Fare Cap for any additional journeys made on the “Capping Day”.
      3. If the charge for journeys does not reach the level of a Fare Cap made on the “Capping Day” the journeys will be charged for individually.
      4. If there is no appropriate Fare Cap to apply on the “Capping Day”, journeys will be charged for individually.
      5. Fare Caps may vary based on the times of travel during the “Capping Day” (peak and off-peak) and/or the mode of transport or service used as detailed at www.myswiftcard.com.

    8. Calculation of charges for Parking Tariffs

      1. Charging is calculated based on the cost of parking a motor vehicle at a Swift Go enabled car park according to the particular tariff for a given car park.  Parking Tariffs can be found at  www.myswiftcard.com.  The Parking Tariffs payable by the Customer (as varied from time to time) will be displayed at the Swift Go enabled Car Park.  Customers are obliged to pay the stated parking tariff and to comply with these terms and conditions as well as the Car Park Operator’s Terms of Business.

    9. Payment for Charges when using Top-Up only for Swift Go

      1. Any charges calculated for journeys that have been undertaken during the “Capping Day” or for parking a motor vehicle (per day or multiple days) will be deducted from the balance held on the Online Swift Account.
      2. If the balance on the Online Swift Account is not sufficient to cover the cost of the charges the customer will be notified.
      3. The Customer will have until 20:00 hours of the day the notice is issued to settle their outstanding balance before their account is blocked and suspended and will not be accepted for either travel and/or covering costs of parking a motor vehicle.
      4. Customers can also use the balance held on the Online Swift Account to pay for or fund other “Products” available for purchase in the Online Swift Account.

    10. Payment for Charges when using Auto-Pay only for Swift Go

      1. Any charges calculated for journeys that have been undertaken during the ““Capping Week” or for parking a motor vehicle (per day or multiple days) will be debited automatically from the stored Payment Card on the Online Swift Account on a weekly basis each Sunday.
      2. If the payment is rejected by the Customer’s Financial Institution the Customer will be notified.
      3. If the payment is rejected on the second attempt to debit the stored Payment Card the Customer’s account will be blocked and suspended and will not be accepted for either travel and/or covering costs of parking a motor vehicle.
      4. West Midlands Combined Authority reserves the right to attempt to debit the stored Payment Card as many times as it deems necessary to settle any charges.
      5. If the payment is rejected because the stored Payment Card on the Online Swift Account has expired, the Customer must update the account with an in-date valid Payment Card or change how they fund Swift Go to Top-Up.
      6. If the payment is rejected because of insufficient funds available on the stored debit/credit payment card the Customer must clear any arrears by signing into the Online Swift Account by using the method described in 6.6.6, at a Travel Information Centre managed by West Midlands Combined Authority as detailed at www.myswiftcard.com, or can contact Swift Support on 0345 075 6006 or at swiftsupport@tfwm.org.uk.

    11. Payment for Charges when using Auto-Pay and Top-Up for Swift Go

      1. Any charges calculated for journeys that have been undertaken during the “Capping Week” or for parking a motor vehicle (per day or multiple days) will be deducted from the balance held on the Online Swift Account on a weekly basis each Sunday.
      2. If the balance on the Online Swift Account is not sufficient to cover the cost of the charges, then the stored Payment Card on the Online Swift Account will be debited automatically.
      3. All other terms outlined in section 6.9 and 6.10 shall apply.
    12. Payments for Charges when using Mobility Credits Balance for Swift Go
      1. Any charges calculated for journeys that have been undertaken during the “Capping Day” or for parking a motor vehicle (per day or multiple days) will be deducted from the Mobility Credits balance held on the Online Swift Account.
      2. If the Mobility Credits balance on the Online Swift Account is not sufficient to cover the cost of the charges the customer will be notified.
      3. The Customer will have until 20:00 hours of the day the notice is issued to settle their outstanding balance before their account is blocked and suspended and will not be accepted for either travel and/or covering costs of parking a motor vehicle.

    13. Customer Statement of Swift Go Charges

      1. A statement of charges will be available to the Customer in the Online Swift Account.
      2. Charges applied to the account are shown as debits.
      3. Payments made by, or on behalf of Customers are shown as credits
      4. Journeys made are shown within the statement and are associated with the relevant Fare cap that has been applied to the account.
      5. Customers who believe that charges may have been incorrectly applied to their account can query the charge through the Online Swift Account.
      6. West Midlands Combined Authority’s liability for loss arising during the performance of our Customer agreement is limited to the extent of the cost of the service we provided to you.

    14. Account Blocked and Suspended

      1. If the Customer’s account has been blocked and suspended due to unpaid arrears and an outstanding balance they will not be accepted for either travel and/or covering costs of parking a motor vehicle.
      2. Once any outstanding balance has been the settled the Customer’s account will be unblocked unless subject to clauses 6.14.3 and 6.14.8.
      3. For Customers using Swift Go to travel a notice will be issued to the Customer when they will be allowed to travel again.  Customers must collect and load Swift Go to their Swift Card by using a remote Swift Collector or the Swift Collector App as outlined in sections 12 and 13.
      4. It is the Customer’s responsibility to ensure that Swift Go is collected and loaded to the Swift Card using the methods outlined in section 10.3.1.
      5. West Midlands Combined Authority will not be liable for any travel costs incurred as a result of the failure to collect and load Swift Go to a Swift Card.
      6. 6.13.6. For Customers using Swift Go to cover costs of parking a motor vehicle, a notice to the customer will be issued when their cover is back in place.
      7. West Midlands Combined Authority will not be liable for any parking costs incurred by the Customer unless the notice stating cover is back in place has been issued.
      8. Should a Customer fail to settle their outstanding balance or is consistently in arrears with their account the West Midlands Combined Authority reserves the right to do any or all of the following without advance notification to the Customer:
        1. cancel the Swift Card;
        2. suspend the use of the Swift Card and Online Swift Account for such period as may be determined by West Midlands Combined Authority from time to time;
        3. recover from the Customer the amount of any rejected transaction costs plus all associated costs incurred (including but not limited to all legal costs) by West Midlands Combined Authority for the recovery of any such amounts;
        4. withdraw the use of the Swift Card and Online Swift Account from the Customer;
        5. disqualify the Customer from applying for any new Swift Card and Online Swift Account for such period as may be determined by West Midlands Combined Authority;
        6. deduct or set-off any monies owing to West Midlands Combined Authority from any other value in respect of Swift. 
  7. Conditions of use of the child Swift card
    1. A Child Swift Card can only be used by a person who is under the age of 16 years.
    2. A Child Swift Card can only be obtained at the time of purchasing a child-specific Season Ticket.
    3. A Child Swift Card will only be issued upon the Customer providing their date of birth. Personal details including but not limited to the Customer’s date of birth and address shall be stored by West Midlands Combined Authority.
    4. It is the Customers responsibility to ensure all information provided to WMCA to obtain a Child Swift Card is true and accurate.
    5. West Midlands Combined Authority reserves the right to request proof of age and address of the Customer. Failure to provide this information or if it is found that the information provided by the Customer is not true or accurate will result in the refusal to issue a Child Swift Card, or where a Child Swift Card has already been issued, will result in the Child Swift Card being blocked, confiscated or cancelled. In such circumstances, the Customer shall not be entitled to a refund of any remaining Season Ticket validity on the Child Swift Card.
    6. Child Swift Cards are not transferable and are for the sole use of the Customer to whom it was issued to.
    7. Any attempted use of a Child Swift Card by a person not entitled to use it will result in the confiscation of the Child Swift Card and the issue of a penalty fare. The Customer shall not be entitled to a refund of any remaining Season Ticket validity that may be loaded to Child Swift Card.
    8. For the avoidance of doubt, all other terms and conditions relating to a Swift Card shall apply (unless otherwise specified).
  8. Conditions of use of the 16-18 Swift card
    1. A 16-18 Swift Card can only be used by a person who:
      1. is 16 years of age (or will be 16 within 6 weeks of their application for a 16-18 Swift Card) and will be under 18 years of age on 1 September of the current academic year; and
      2. lives at a property within the West Midlands county liable for council tax to one of the following district councils, Birmingham, Coventry, Solihull, Dudley, Sandwell, Walsall or Wolverhampton.
    2. It is the Customers responsibility to ensure all information provided to WMCA to obtain a 16-18 Swift Card is true and accurate. Personal details including but not limited to the Customer’s date of birth and address shall be stored by West Midlands Combined Authority.
    3. West Midlands Combined Authority reserves the right to request proof of age and address of the Customer. Failure to provide this information or if it is found that the information provided by the Customer is not true or accurate will result in the refusal to issue the 16-18 Swift Card, or where a 16-18 Swift Card has already been issued, will result in the 16-18 Swift Card being blocked, confiscated or cancelled. In such circumstances, the Customer shall not be entitled to a refund of any remaining Season Ticket validity that may be loaded to or bought with the 16-18 Swift Card.
    4. 16-18 Swift Card allows the Customer to purchase either a child rate fare or a child-specific Season Ticket from Operators in accordance with the Operator’s current conditions of issue. Such Operators are members of West Midlands Combined Authority's (WMCA) Child Concessionary Fare Scheme ("the Scheme") and as such, purchases are subject to the following conditions:
      1. the 16-18 Swift Card cannot be used to purchase child day rate tickets (only single and return tickets);
      2. the 16-18 Swift Card must be presented when purchasing or using a child rate fare or child-specific Season Ticket;
      3. where a child-specific Season Ticket is purchased with the 16-18 Swift Card (but not loaded to a 16 – 18 Swift Card) it must be kept with the 16-18 Swift Card at all times;
      4. the 16 – 18 Swift Card only allows child rate journeys inside the West Midlands county. Journeys outside of the West Midlands county will require the Customer to pay an adult price or to purchase a child rate add-on to the Customer’s child-specific Season Ticket if available;
      5. if the Customer is in full-time education, child rate fares can only be purchased for travel to and from school or college (where travel must be before 9.30am and between the hours of 3.30pm and 6.00pm) or in connection with the school or college curriculum outside of these times between Monday and Friday, during term time.  Child rate fares cannot be purchased during weekends or school or college holidays.
      6. if the Customer is in training or employment, child rate fares can only be purchased for travel to and from the place of training or employment (where travel must be before 9.30am and between the hours of 3.30pm and 6.00pm) or in relation with the training or employment outside of these time between Monday and Friday. This is not available during the weekends.
    5. 16-18 Swift Cards are not transferable and are for the sole use of the Customer to whom it was issued to.
    6. Any attempted use of 16-18 Swift Card by a person not entitled to use it will result in the confiscation of the 16-18 Swift Card and the issue of a penalty fare. The Customer shall not be entitled to a refund of any remaining Season Ticket validity that may be loaded to or bought with the 16-18 Swift Card.
    7. If the Customer no longer meets the criteria set out in section 7.1.2, they must inform West Midlands Combined Authority and return the 16-18 Swift Card to West Midlands Combined Authority, 16 Summer Lane, Birmingham B19 3SD.
    8. West Midlands Combined Authority reserves the right to refuse to renew or replace a 16-18 Swift Card or block, confiscate or cancel the 16-18 Swift Card if it is found that the Customer has behaved inappropriately or is found to have taken part in anti-social behaviour or criminal activity while using or waiting for bus, train or metro services. Anti-social behaviour is any behaviour that may cause harassment, alarm or distress to other passengers and employees on the network which includes but not limited to:
      1. smoking;
      2. verbal or physical abuse;
      3. damage at stops or on transport;
      4. graffiti and vandalism;
      5. drinking alcohol or being intoxicated; 
      6. drug use or being intoxicated/under the influence of drugs; or 
      7. rowdiness and/or being part of a group exhibiting intimidating behaviour including swearing or using inappropriate, threatening, or insulting language.
    9. For the avoidance of doubt, all other terms and conditions relating to a Swift Card shall apply (unless otherwise specified). 
  9. Swift card loaded with an nBus multi-day ticket
    1. nBus multi-day tickets
      1. nbus Multi-Day Tickets can only be loaded to a Swift Card specifically for bus Multi-day tickets.
      2. nbus Multi-day Tickets can be loaded to a Swift Card in multiples of 5, 10 or 15 day tickets.  Each day ticket will be valid for 365 days from the date of purchase.
      3. A maximum of 15 day tickets can be loaded to a Swift Card at any one time.

    2. Conditions of Use of an nbus Multi-Day Ticket loaded to a Swift Card

      1. Each day ticket allows the Customer to travel on the day the ticket has been activated on.
      2. By purchasing an bus Multi-Day Ticket, you agree to be bound by the terms and conditions applicable to the bus Ticket Scheme which are available at www.myswiftcard.com. For the avoidance of doubt, these Swift Terms and Conditions do not replace or override any other terms and conditions of the bus Ticket Scheme.
      3. Swift Cards loaded with an bus Multi-Day Ticket are only transferable if a day ticket has not already been activated on the day of travel.  If a day ticket has been activated, the Swift Card can only be used for travel for the remainder of that day by the person who first activated and used it to travel.
      4. Any attempted use of an bus Multi-Day Ticket by a person not entitled to use it may result in the confiscation of the Swift Card and the issue of a penalty fare.

    3. The use of a Swift Card loaded with an nbus Multi-Day Ticket on bus

      1. A Swift Card loaded with an nbus Multi-Day Ticket must be presented to and placed on the electronic reader at the time of travel. A day ticket will be activated for use and deducted from the balance of day tickets loaded to the Swift Card if this is the first use of that day. If a day ticket has already been activated for travel for that day the reader will verify entitlement to travel.
      2. The electronic reader will make an audible sound and or display a light to indicate that it has successfully read the Swift Card and there is a valid bus Multi-Day Ticket allowing travel on the service.
      3. The Customer will not be able to travel on the service until the electronic reader has read the Swift Card and validated its travel rights.
      4. Swift Cards that do not read or do not have a valid ticket will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the bus service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.
  10. Online Swift account
    1. Customers can register for an Online Swift Account at www.myswiftcard.com.

    2. Online Applications

      1. In order to register for an Online Swift Account, the Customer must supply their name, address, post code, date of birth, an email address and a daytime contact telephone number. The Customer will also need to upload a photograph, as per the criteria set out in section 5.6, if the Customer is purchasing a Season Ticket or Swift Go or applying for a 16-18 Swift Card, so that a Personalised Swift Card can be issued.
      2. Customers aged 16 to 18 years applying for a 16-18 Swift Card will also need to supply details about their school, college, training provider or employer.
      3. For Customers under the age of 16 the parent or legal guardian of the customer must apply for a Swift card. Online Swift Account registrations must be completed by the Parent or Legal Guardian of the Customer who will be responsible for managing and maintaining account details. The personal details of the Parent or Legal Guardian (including name, address, date of birth, email and relationship to the Customer) will also be stored by West Midlands Combined Authority. West Midlands Combined Authority reserves the right to request proof of Parental or Legal Guardianship.
      4. For all new Swift Card’s loaded with a Product online, the Swift Card will be sent to the Customer within seven (7) days of approval of the application. For all new Swift Cards loaded with a child specific Season Ticket online, the Swift Card will be sent to the Customer within eight (8) days of approval of the application.
      5. It is the Customers responsibility to ensure that all account details are kept up to date at all time. West Midlands Combined Authority cannot be held responsible for issues relating to inaccurate information.
      6. West Midlands Combined Authority reserves the right to amend the online application process without notification.
      7. West Midlands Combined Authority does not accept any responsibility for unauthorised access to the Customer's Swift Card account unless it is directly caused by West Midlands Combined Authority.
      8. West Midlands Combined Authority reserves the right to link a Customer’s existing account held by West Midlands Combined Authority to the Customer’s Online Swift Account.

    3. Online Purchases

      1. 10.3. Products purchased through the Online Swift Account must be collected and loaded to the Swift Card by using a remote Swift Collector or the Swift Collector App (see www.myswiftcard.com for more details).
      2. It is the Customer’s responsibility to ensure that Products are collected and loaded to the Swift Card using the methods outlined in section 10.3.1.
      3. West Midlands Combined Authority will not be liable for any travel costs incurred as a result of the failure to collect and load Products to a Swift Card when purchased online.
      4. West Midlands Combined Authority will not be liable for any travel costs incurred as a result of the failure to collect and load Products to a Swift Card on or before the start date of a Product when purchased online.
  11. Swift on Mobile app
    1. Conditions of Use of the Swift on Mobile App
      1. The Swift on Mobile App allows you to purchase Products and activate them for travel on a virtual Swift Card via a Google Pay account.
      2. The Swift on Mobile App must be used in conjunction with a Google Pay account and therefore separate terms and conditions will apply to the use of Google Pay. For the avoidance of doubt, these Swift Terms and Conditions do not replace or override the terms and conditions of Google Pay.
      3. 1The Swift on Mobile App requires an Android-enabled device running Lollipop (version 5.0.) or later, capable of using Near Field Communication (NFC).
      4. The Swift on Mobile App is available for Customers to download from the Google Play Store.
      5. By downloading the Swift on Mobile App, you agree to the terms of the End User Licence Agreement which is available at www.myswiftcard.com
      6. The Customer is responsible for all data charges incurred when using the Swift on Mobile App with their mobile service provider.
    2. The use of a Product purchased with the Swift on Mobile App
      1. By purchasing a Product through the Swift on Mobile App, you agree to be bound by the terms and conditions applicable to the specific Product which are available at www.myswiftcard.com. For the avoidance of doubt, these Swift Terms and Conditions do not replace or override any other terms and conditions of the Product.
      2. Products must be activated to a virtual Swift Card in a Google Pay account prior to travel.  For the avoidance of doubt, Products will not activate automatically and an internet connection will be required to activate a Product.  
      3. Customers must allow sufficient time for the Product to activate before travelling. The Customer will not be able to travel on a service until the Product has fully activated.
      4. Once a Product has been activated to a virtual Swift Card in a Google Pay account, the Customer’s Device must be either presented to the member of staff, ticket inspector or other authorised officer to allow it to be read by any electronic reading device or placed on the electronic reader by the Customer to verify entitlement to travel.
      5. The electronic reader will make an audible sound and or display a light to indicate that it has successfully read the Device to indicate that there is a valid Product allowing travel on the service.
      6. The Customer will not be able to travel on the service until the electronic reader has read the Product on the Device and validated its travel rights.
      7. Devices that do not read or do not have a valid Product activated will not be accepted and a charge for the journey will be applicable. The Customer will not be able to continue to travel on the service until payment for the journey has been made or may be asked to alight the service and be subject to a penalty fare.
      8. Customers must ensure that the Device has sufficient battery charge for the whole duration of their journey.  Devices that do not read due to insufficient charge will not be accepted for travel and the Customer will be required to pay for the journey regardless of any available Product on their virtual Swift Card in their Google Pay account.
      9. The Customer must make a Product, (which is activated on their virtual Swift Card in their Google Pay account) available for inspection when travelling at any time. The Customer must present their Device when requested by a member of staff, ticket inspector or other authorised officers in order for it to be read by any electronic reading device. Failure to do so may result in the issue of a penalty fare.
      10. West Midlands Combined Authority will not be liable for any additional travel costs incurred as a result of the circumstances in sections 11.2.3, 11.2.7, and 11.2.8.
      11. The person to whom the Google Pay account is registered to is responsible for the use of the Product. Any person found to be using the Product fraudulently may be liable for possible prosecution.
      12. Products purchased on the Swift on Mobile App (once activated on a virtual Swift Card in their Google Pay account) are not transferable. The Product is for the sole use of the registered owner of the Google Pay account only. 
  12. Swift collector
    1. West Midlands Combined Authority will not be liable or responsible for any travel costs incurred as a result of the failure of the Swift Collector to perform, or delay in performance that is caused by any act or event beyond West Midlands Combined Authority’s reasonable control, including failure of power or public or private telecommunications networks.
  13. Swift collector app
    1. The Swift Collector App allows you to load Products purchased through the Online Swift Account to your Swift Card or enable, cancel or adjust their Auto Top-Up.
    2. The Swift Collector App does not give you the right to travel. A Swift Card loaded with a valid Product must be carried at all times in accordance with appropriate Conditions of Carriage.
    3. The Swift Collector App requires an Android-enabled device running Lollipop (version 5.0.x) or later, capable of using Near Field Communication (NFC) or an Apple iPhone running iOS 13 or later.
    4. The Swift Collector App is available for download at the Google Play Store or the Apple App Store.
    5. By downloading the Swift Collector App, you agree to the terms of the End User Licence Agreement which is available at www.myswiftcard.com
    6. The Customer is responsible for all data charges incurred when using the Swift Collector App with their mobile service provider. 
  14. Offline purchase
    1. The Customer may purchase a Swift Card and/or a Product loaded to a Swift Card (except for a 16-18 Swift Card or Swift Go where a new card is required) from a Travel Information Centre, an Independent Retailer or Swift Ticket Machine.  It is the Customer’s responsibility to ensure that the Swift Card and/ or Product purchased is correct.
    2. Errors can only be rectified at a Travel Information Centre or an Independent Retailer at the time of sale. To report errors after this time Customers must contact Swift Support on 0345 075 6006 or at swiftsupport@tfwm.org.uk.
  15. Replacements and refunds

    1. Replacements of Swift Cards or Products

      1. In the case of lost, stolen or damaged Swift Cards, Customers who have registered their Swift Card to an Online Swift Account can apply for a replacement of their Swift Card. The Customer must notify West Midlands Combined Authority immediately by contacting Swift Support on 0345 075 6006. Anonymous unregistered Swift Card Customers are not entitled to a replacement.
      2. The Customer’s original Swift Card will be cancelled to prevent any unauthorised use.
      3. A replacement fee of £7.50 will be payable by Payment Card at the time of notifying West Midlands Combined Authority. Additional charges may apply to the replacement of tickets.
      4. For Customers who have purchased a Product through the Swift on Mobile App require a replacement Product due to their Device being lost, stolen or damaged or they have changed their Device can apply for a replacement Product by notifying West Midlands Combined Authority and contacting Swift Support on 0345 075 6006. West Midlands Combined Authority will cancel the Customers original Product and either arrange a replacement Product or refund any remaining validity left on the Product subject to an administration fee.
      5. For Swift Go or if there is value on the Swift Pay-As-You-Go card, the Customer will only be liable for any charges up to the point at which the Customer notifies West Midlands Combined Authority that the Swift Card is missing or has been stolen.
      6. Subject to the above, any remaining credit on the Swift Pay-As-You-Go credit will be transferred to the Customer’s replacement Swift Card.
      7. Some Season Ticket providers may not allow for a replacement on their Season Tickets. Please check the Season Ticket terms and conditions before purchasing the Season Ticket.
      8. Season Tickets will not be replaced if they have less than seven (7) days validity remaining at the time that the Swift Card is reported lost or stolen.
      9. Subject to above, any remaining validity on the Season Ticket will be transferred to the Customer’s replacement Swift Card.
      10. Swift Cards loaded with bus Multi-Day Tickets will not be replaced unless there is a minimum of five (5) day tickets with a least three (3) months of validity remaining on the Swift Card at the time that the Swift Card is reported lost or stolen.
      11. A replacement Swift Card will be despatched to the Customer within three (3) working days after notification.
      12. West Midlands Combined Authority will not be liable for any additional travel costs incurred whilst the Customer is awaiting the replacement Swift Card.

    2. Refunds of Swift Cards, Products or Swift Go Balance

      1. If the Swift Card, Product or a Swift Go balance is no longer required and the Customer has registered the Swift Card on their Swift Online Account or has purchased it through the Swift on Mobile App then the Customer may be able to claim a refund on any remaining balance or Product credit or validity. However, an administration charge will be applicable.
      2. Some Season Ticket providers may not allow for a refund on their tickets. Please check the Season Ticket terms and conditions before purchasing the Season Ticket.
      3. Refunds on Swift Pay-As-You-Go credit, Season Ticket, nbus Multi-Day Ticket validity, or a Swift Go balance will be issued subject to West Midlands Combined Authority’s discretion. Refunds are not available for tickets valid for 1 (one) day.
      4. Season Tickets, excluding ntrain Season Tickets, must have been valid for a minimum of (twenty eight) 28 days with at least seven (7) days validity remaining. 90% of the outstanding validity of the ticket will be refunded, calculated from the date West Midlands Combined Authority is notified or the day after the last use of the Product, whichever is later, less a £5.50 administration charge.
      5. ntrain Season Tickets valid for (seven) 7 days must have at least (three) 3 days of travel remaining on the ticket at the time of the refund request. An administration fee of £10 will be deducted from any refund value that may be due back to you.
      6. ntrain Season Tickets valid for (twenty-eight) 28 days or longer (including annual tickets) must have at least (seven) 7 days of travel remaining on the ticket at the time of the refund request. An administration fee of £10 will be deducted from any refund value that may be due back to you.
      7. Refunds for ntrain Season Tickets will be calculated from the date West Midlands Combined Authority is notified of the refund request or the day after the last use of the Product, whichever is later. The value refunded, in accordance with the refund policy for National Rail Journeys as set out in the National Rail Conditions of Travel available at co.uk,  and will be based upon the price paid for the ntrain Season Ticket less the cost of any Season Ticket(s) and additional tickets required to cover one return journey for each weekday the ntrain Season Ticket was held.
      8. A full refund of a ntrain Season Ticket will be given if the refund request is made before the start date of the ticket has commenced.
      9. Refunds are not available for ntrain Season Tickets that have already expired.
      10. If a refund request for a ntrain Season Ticket was not possible at the time of cessation of use due to illness, a refund may be available from the date illness started subject to providing a medical certificate or other evidence of the illness.
      11. If a customer has a valid ntrain Season Ticket but it has been lost or stolen or the customer has forgotten it on the day of travel, refunds for penalty fares or additional fares paid to a Train Company may be considered, at the discretion of West Midlands Combined Authority, but only if the penalty fares or additional fares where due to not being able to present the valid ntrain Season Ticket the customer holds when requested by staff or authorised agents of a Train Company. To make a refund request in these circumstances West Midlands Combined Authority will require the customer’s active Swift card number the and the additional tickets purchased, or any penalty fare notices.  A maximum of 2 claims can be made in any 12-month period.  This arrangement is limited to ntrain Season Tickets only that were valid at the time of travel.
      12. Refunds for delayed or cancelled Train services may be available from the Train Company operating the service via their Delay Repay Compensation scheme. Please visit the Train Company’s website for further details.
      13. nbus Multi-Day Tickets must have minimum of 5 day tickets with a least three (3) months of validity remaining on the Swift Card. Validity of the tickets will be refunded, calculated from the date West Midlands Combined Authority is notified or the day after the last use of the ticket, whichever is later, less a £5.50 administration charge.
      14. Refunds of Swift Go balance held on the Online Swift Account will be subject to any charges being settled before any refund is finalised.
      15. Once notice is given to West Midlands Combined Authority of a refund, Swift Cards or Products will be cancelled or blocked from the date of notification.
      16. Customer’s will not be entitled to a refund if the Swift Card has been used fraudulently or if the Customer continues to use the Swift Card after reporting it lost.
      17. Customer’s will not be entitled to a refund if the Swift Card is deactivated, cancelled or suspended in accordance with section 1.6.
      18. Customer’s will not be entitled to a refund if they fail to comply with section 10.2.5 and personal details such as home address or payment details are not current and up to date.
      19. Customer’s will not be entitled to a refund if the wrong Product was selected at the time of purchase. Products may be  amended at the discretion of West Midlands Combined Authority on a request by request basis.
      20. Any refunds that are authorised for Swift Cards or Products that were purchased using a Mobility Credits balance will be credited back to the Mobility Credits balance only
  16. Liability
    1. Subject to section 16.5 West Midlands Combined Authority's liability to the Customer is limited to the amount of credit on the Customer’s Swift Pay-As-You-Go credit, Swift Go balance and/or the value of any remaining Season Ticket or bus Multi-Day Ticket validity at any given time to the extent permitted by English law.
    2. Notwithstanding anything to the contrary contained herein, West Midlands Combined Authority shall not be liable for any loss, damage, expenses, claims, liability or costs which the Swift Card Customer may suffer or incur in connection with:
      1. the use or issue of Swift Cards, including but not limited to the Swift Card failing to reach the Swift Card Customer by post;
      2. a refusal to issue or a delay in issuing a Swift Card; 
      3. a Swift Card being “blocked” for a justified reason, including           but not limited to the Swift Card being lost or stolen, if the Auto Top-Up payment request failed, Online Swift Account is in arrears or if there is suspicion of fraud or misuse;
      4. any period during which any equipment, software or system fails or is unavailable for processing the Swift Card for payment or collection of credit or Products;
      5. a delay in refunding any payment made on the Swift Card;
      6. any loss or damage suffered as a result of the Customer failing to inform West Midlands Combined Authority of any change of details under section 4.5 or any failure to inform West Midlands Combined Authority that the Swift Card has been lost, damaged or stolen as per section 14;
      7. any loss suffered as a result of any Product being purchased where a service fails to run for any reason;
      8. the cancellation of the Customer’s Swift Card by West Midlands Combined Authority for any reason.
    3. If a Swift Card Customer cannot travel due to any equipment, software or system for Swift Cards failing, the appropriate full fare will be charged by the relevant Participating Operator. Any such failure should be reported to the Swift Support Team who will investigate the failure.
    4. West Midlands Combined Authority shall not be liable to the Customer for any losses they may incur as a result of the Customer failing to notify West Midlands Combined Authority of a change in the Customer’s personal details.
    5. Where the Customer has purchased any Product using their Swift Card, West Midlands Combined Authority shall have no liability to the Customer if they cannot use their Swift Card due to it or a service not being operational for any reason.
  17. Data protection and your information
    1. West Midlands Combined Authority is a data controller for the purposes of Data Protection Legislation. West Midlands Combined Authority will process the Customer’s data in accordance with Data Protection Legislation. and will use the Customer’s data for the following purposes:
      1. To provide the Customer with the service they applied for and for ongoing administration of the service;
      2. To allow West Midlands Combined Authority to improve products and services West Midlands Combined Authority offer’s to its Customer’s;
      3. For research and analysis including travel patterns;
      4. To enable West Midlands Combined Authority to provide anonymous data to the Department for Transport if requested by them;
      5. To enable West Midlands Combined Authority to conduct surveys;
      6. For the prevention and detection of crime including fare evasion;
      7. To enable West Midlands Combined Authority to comply with our legal and regulatory obligations;
      8. To ensure that West Midlands Combined Authority follow the Customer’s instructions correctly and to improve Customer service, West Midlands Combined Authority may monitor and/or record any communication between the Customer and West Midlands Combined Authority.
    2. West Midlands Combined Authority will use the Customer’s information for marketing purposes if the customer has consented to receiving such material. Marketing is undertaken as follows:
      1. To let Customer’s know about related products and or services;
      2. To send Customer’s offers on behalf of selected third parties which West Midlands Combined Authority believe to be appropriate.
    3. West Midlands Combined Authority may contact the Customer for the above purposes by post, email, telephone or text messaging to SMS enabled devices depending on the information the Customer has provided to West Midlands Combined Authority.
    4. If the Customer does not wish to receive such information they may choose not to do so by updating their Online Swift Account. The Customer may change their contact preferences at any time.
    5. West Midlands Combined Authority will only disclose the Customer’s information to others in the following circumstances: 
      1. When West Midlands Combined Authority are legally obliged to do so;
      2. When there is a duty to disclose in the public interest;
      3. Where disclosure is necessary to protect West Midlands Combined Authority's interest (i.e. to detect crime or fare evasion);
      4. Where the Customer gives West Midlands Combined Authority permission to do so, and/or
      5. When West Midlands Combined Authority has a legal basis to disclose
    6. West Midlands Combined Authority will retain the Customer’s information for the period that the Customer has a Swift Card registered in their name in order to comply with these terms and conditions.

      For further details on privacy, protection of your data, your data protection rights and online “cookies” please visit our Privacy and Cookies.

For any queries regarding our terms and conditions or for a copy of this document in a form more suited to your personal needs, please contact our Swift Support Team.

Swift Support Team - Transport for West Midlands

SwiftSupport@tfwm.org.uk
Telephone: 0345 075 6006