We advise all customers to take time to read the information published on our website to make an informed decision about the TravelMaster products that they are purchasing.


Product exchanges are available in specific circumstances.


On-Board 

If you believe you bought the wrong product on-board a bus, tram or train we would advise you to return to the point of purchase which would be the operator of the service where you bought your product.


Ticket Machine 

If you believe you bought the wrong product at a ticket machine at a bus station or interchange we would advise you to return to the customer service desk where a customer service adviser can help assist you with your enquiry.  


Payzone Outlet 

If you believe you bought the wrong product at a Payzone Outlet, please seek to fix this within 30 minutes at the Payzone outlet itself. 


If the problem cannot be resolved at the Payzone outlet, please raise a support ticket and one of our technical support team will help you through this process.


To help us with your enquiry please include:

  • Times/dates
  •  Payzone outlet location
  • Any transaction references
  • Your Smartcard number
  • The product you are attempting to purchase
  • The incorrect purchased product 


TravelMaster does not have a direct relationship with the outlets so, depending on the nature of the issue, we may choose to resolve the issue at our discretion or escalate it through the Payzone complaints process. 


Online 

If you believe you bought the wrong product using our Web Retail System please complete a refund request form or raise a new support ticket to one of our technical support team with details of your purchase. Please note that we cannot process refunds for 1 day and 7 day products and product exchanges are available in specific circumstances.


If you'd prefer to speak to someone about your incorrectly purchased product, or would like to discuss anything, we’re here to help.


Call our Pass Hotline on 0114 22 11 444.