Tickets and Refund Policy
This policy applies to tickets sold by or on behalf of Red Line Buses Ltd and Red Rose Travel Limited. It should be read together with our Conditions of Carriage and any specific terms displayed when a particular ticket is purchased.
1. Which company is selling your ticket
The website is shared by Redline Buses and Red Rose Travel.
Where a ticket is valid only on one operator’s services, the ticket information or checkout process will identify the relevant operator.
A ticket expressly sold as a Red Group, multi-operator or other jointly accepted ticket may be used on the services stated in the product description.
Passengers are responsible for checking where and when a ticket is valid before purchasing it.
2. Ticket validity
A ticket is valid only:
- on the services for which it is issued
- within the zones or geographical area stated
- during its stated validity period
- for the passenger or category of passenger for which it was issued
- subject to any product-specific conditions displayed when purchased
A ticket does not guarantee a seat or guarantee that space will be available on a particular bus.
3. Showing your ticket
You must be able to show a valid ticket, pass or other authority to travel when boarding and whenever reasonably requested by an authorised member of staff.
Mobile tickets must be displayed on a functioning device with sufficient battery power to allow the ticket to be checked. Screenshots, photographs or copies of mobile tickets are not valid unless we expressly state otherwise.
4. Personal and non-transferable tickets
Where a ticket is issued to a named passenger or account, it is not transferable unless the ticket terms specifically permit transfer.
Student, child, school, college, concessionary and other discounted products may require evidence of eligibility. Where satisfactory evidence cannot be provided, the appropriate alternative fare may be charged.
5. Lost, stolen or damaged tickets
We are not automatically responsible for tickets or passes that are lost, stolen, deleted, damaged or inaccessible because of a passenger’s device.
Where the ticketing system allows us to verify and replace a ticket, we may offer a replacement. A reasonable replacement or administration charge may apply where stated.
We may refuse replacement where we cannot establish that the original ticket remains secure or where there is evidence of misuse.
6. Mobile tickets and technical problems
Passengers should activate a mobile ticket only when required in accordance with the instructions supplied with that ticket.
A ticket that has already been activated, expired or used will not normally be refunded because of a subsequent change of travel plans.
If a technical fault within our ticketing system prevents a valid ticket from being used, please contact Customer Services with details of the transaction and journey. We will investigate genuine duplicate charges and verified technical failures.
7. Prices
Ticket prices are displayed in pounds sterling unless stated otherwise.
The price shown at checkout is the price intended to apply to that transaction, subject to the obvious pricing-error provision below.
A later general increase in fares will not normally affect a ticket that has already been validly purchased.
8. Obvious pricing errors
We take reasonable care to ensure that ticket prices are displayed correctly.
Occasionally, a genuine technical, administrative or data-entry error may result in a ticket being displayed or sold at an obviously incorrect price.
Where a ticket has been sold at a price that is clearly and materially incorrect and which a reasonable customer would recognise as an obvious mistake - for example, a price that is plainly too good to be true when compared with the normal fare - we reserve the right to cancel the affected transaction before the ticket is used.
If we do so:
- we will inform the customer as soon as reasonably practicable
- the incorrect ticket will be cancelled
- the customer will receive a full refund of the amount paid
- the correct price will be made available if the ticket remains on sale
We will not use this provision to cancel a genuine advertised promotion, ordinary discounted fare or price simply because we later decide that the ticket should have been more expensive.
We will not retrospectively demand the difference merely because a valid ticket has already been used in good faith, except where fraud or deliberate misuse is involved.
9. Payment
Online payments are handled through secure payment-processing services. We do not normally store complete payment-card details. The payment provider may carry out fraud and security checks in accordance with its own terms and privacy information.
10. Order confirmation
Customers should check ticket details as soon as the ticket or confirmation is received.
Please contact us promptly if:
- the wrong ticket has been supplied
- the validity dates differ from those ordered
- you have been charged more than once for the same transaction
- the ticket has not been delivered or made available as expected
11. Statutory cooling-off periods
Passenger-transport tickets are not generally subject to the statutory 14-day cancellation or cooling-off right that applies to many other online consumer purchases.
Refund rights therefore depend upon:
- the type of ticket
- the specific ticket terms
- whether the ticket has been used or activated
- whether we have cancelled or materially changed the service
- any statutory rights that apply in the particular circumstances
12. Change of mind
Single, return, day and other short-duration tickets are normally non-refundable once activated or used.
Where an advance ticket has not been used or activated, we may agree to a discretionary refund depending on the type of product and the circumstances.
Season-ticket and longer-duration ticket refund requests will be assessed according to the unused value remaining, the ticket terms and any use already made of the ticket.
A reasonable administration charge may be deducted from a discretionary refund where this reflects genuine administrative costs and the customer is told about the charge. We will not apply an administration charge where a refund is required because of our breach of contract or where doing so would unlawfully restrict a passenger’s statutory rights.
13. Services cancelled or materially changed by us
Individual bus journeys can occasionally be delayed, cancelled or diverted because of traffic, roadworks, weather, emergencies or operational circumstances.
This does not automatically entitle the holder of an unlimited-use or season ticket to a refund for every individual disrupted journey.
However, where we withdraw or materially alter a service so that a ticket bought specifically for that service can no longer reasonably be used for its intended purpose, we will consider an appropriate refund or alternative arrangement. Where a refund is required by law, your statutory rights will apply.
14. Duplicate payments
Where we confirm that the same ticket has been charged twice because of a payment or system error, the duplicate transaction will be refunded.
15. Fraudulent or improperly obtained tickets
We may cancel or refuse a ticket where we reasonably believe it has been:
- obtained fraudulently
- altered or forged
- improperly copied or transferred
- obtained using an unauthorised payment method
- subject to a chargeback after valid use
- otherwise deliberately misused
A refund may be refused in cases involving fraud or deliberate misuse where the law permits. We may also take further action where appropriate.
16. Refund method
Approved refunds will normally be made to the original payment method where reasonably possible. If that is not possible, we may request additional information to make the refund securely.
17. School and college season tickets
Unless the product terms state otherwise:
- a season ticket is for the named passenger only
- it must be shown when boarding
- it is only valid for the route, dates and journeys stated
- evidence of eligibility may be required
- lost, stolen or damaged physical passes may be subject to a replacement charge
A school or college ticket does not automatically entitle the holder to travel on unrelated routes or outside the periods stated in its product terms.
18. Statutory rights
Nothing in this policy limits or excludes rights that cannot lawfully be excluded under consumer or passenger-transport law.