Terms and Conditions

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TSY Mobile App and SYMCA Tickets Terms and Conditions

1. Introduction, scope and exclusions

1.1 These terms and conditions (“Terms”) tell you, the customer, (“You”, “Your”) how You may use the TSY Mobile App and mobile tickets (“App”), when using public modes of transport in and around South Yorkshire.

1.2. Please read these Terms carefully before downloading, or subsequently using, the TSY Mobile App and mobile tickets. They include provisions which limit our liability.

1.3 For the avoidance of doubt, these Terms DO NOT cover how you may use smart travel cards issued by third parties such as Stagecoach or TravelMaster. Please contact the issuer of third party Smartcards for specific terms and conditions relating to use of their Smartcards.

2. Information about us

2.1 The TSY Mobile App is made available by South Yorkshire Mayoral Combined Authority (SYMCA). SYMCA’s headquarters are based at 11, Broad Street West, Sheffield, S1 2BQ, and references to ‘We’, ‘Us’ and ‘Our’ in these Terms shall be construed accordingly. SYMCA are the owners of Travel South Yorkshire (TSY) and South Yorkshire Future Trams Limited (SYFTL).

2.2 You can contact SYMCA via South Yorkshire Traveline on 0800 952 0002

2.3 SYMCA is registered with the Information Commissioner’s Office with registration number ZA092329.

3. Basis of agreement

3.1. The TSY Mobile App is offered as a service by Us to You.

3.2 By downloading, or purchasing Products, using the TSY Mobile App, you agree to be bound by these Terms. You may wish to print a copy of these Terms for future reference. If you do not agree with any part of these Terms, you should not download, or subsequently use, the TSY Mobile App or purchase any Products.

3.3. You understand and agree that SYMCA may change these Terms at any time, without prior notice. Any changes made will not affect existing terms accepted by you when making purchases using the TSY Mobile App. The revised Terms will become effective upon posting to the TSY Mobile App. Any use of the App after such date shall constitute your acceptance of such revised Terms. You will be notified of any changes to these Terms in accordance with clause 16.7

3.4. In these Terms “Products” means  SYFTL Supertram tickets available to purchase using the TSY Mobile App. Purchase of any Third Party tickets through the TSY Mobile App is subject to the Third Party retailers terms and conditions and it is Your responsibility to refer to the said terms and conditions.

3.5 If any change to these Terms is not acceptable to you, your sole remedy is to cease accessing, browsing, making purchases on and otherwise using the TSY Mobile App.

3.6 We have the right to refuse to sell any Product or Third Party ticket to You for any reason, at any time.

3.7 These Terms do not affect your Statutory Rights.

4. The TSY Mobile App

4.1 The TSY Mobile App is free for you to download, but you may incur data charges, imposed by your own network provider, when downloading it. You are responsible for any such costs. SYMCA will not accept responsibility for any connectivity issues you may experience at any time, and you must ensure that you have a stable and regular WiFi or cellular data connection when downloading the TSY Mobile App. If you are not the bill payer for the device on which you are using the App, we assume that you have received permission from the bill payer for using the TSY Mobile App.

4.2 The TSY Mobile App can be used on smart phones and devices (‘smart phones’) using either Apple iOS or Google Android operating systems.

4.2a The TSY Mobile App is currently optimised to work with these operating system versions:

  • Apple: iOS 13 or later
  • Android: 5.0 or later

4.2b TSY Mobile App cannot be downloaded and will not work on a device running an earlier version of the operating systems.

4.2c It is Your responsibility to check that Your device is compatible with the App and Smart ticketing technology, including being NFC compatible (when downloading products to Smartcards).

4.2d The requirements for these operating systems (and for any additional systems we decide) to extend the availability of the App to may change, and you will need to download the updates if you want to keep using the App.

4.3 if you wish to use the App to purchase Products, you will be required to register and set up a TSY Mobile App user account and provide personal information including a Name and Email Address, and for discounted tickets, your date of birth. Our privacy policy describes how this information is stored and used by us. You can see our privacy policy here.

4.5 You must be over 11 years of age to open a TSY Mobile App user account. The TSY Mobile App will prohibit anyone under the age of 11 years to register or set up a TSY Mobile App user account.

4.6 Making the TSY Mobile App reliable and enjoyable means we need to fix bugs, install updates and do general diagnosis and maintenance. We therefore reserve the right to make changes to the App at any time and for any reason.

4.7  You agree that you use the App and the content at your own risk.

5. Information on Our App

5.1 The TSY Mobile App may contain links to other websites over which We have no control. These links are provided for Your convenience and we are not responsible for the content or reliability of these sites, and we do not endorse any views expressed within them.

5.2 Accordingly, we and our data providers do not accept any liability for any error or omission in the information available or the recommendations made through the TSY Mobile App and exclude all liability for any action you may take or loss or injury you may suffer (direct or indirect including loss of income, profit, opportunity or time) as a result of relying on any information available through the TSY Mobile App.

6. Our Products

6.1. The prices of Products available on the TSY Mobile App may be changed at any time by SYMCA, in its absolute discretion.

6.2 The Products We sell do not entitle you to a seat on any route or service and the use or possession of a Product does not give You priority over any other passengers

6.3 You must not re-sell or attempt to re-sell any Product at any time.

6.4 Products retailed by SYMCA through the TSY Mobile App are only valid on the SYFTL Supertram. Other Products retailed by Third Parties such as TravelMaster through the TSY Mobile App may be valid on other modes of transport and with different operators. Please check the retailers website for more information on Third Party ticket validity.

7. Purchasing Our Products

7.1. Products must be purchased and be active on the TSY Mobile App in advance of travel. Purchasing Products requires either a WiFi or cellular data connection in order to complete payment and download of the Products to your smart phone. A stable and regular data connection is required in order that the TSY Mobile App content, and Product security, is kept up to date.

7.2. When purchasing a Product, it is your responsibility to ensure that your Product details are correct at the time of purchase.

7.3. We accept VISA and Mastercard debit and credit cards, and Apple Pay (April 2024) and Google Pay as methods of payment for Products, via the TSY Mobile App.

7.4 It is Your responsibility to make sure that You have purchased the correct Product for Your journey.

7.5 Once you have purchased a mobile ticket you must activate it before it can be used.

7.6 Your activated mobile ticket Product is locked to your device, loss of your device will require You to restore Your Product.

7.7 Whilst We use Our best endeavours to ensure that the TSY Mobile App is functioning correctly and is as accurate as possible, this may not always be achievable and therefore the following applies:

7.7.1The TSY Mobile App is provided “as is” and “as available” without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, compatibility, non-infringement, accuracy and security. We do not guarantee or represent that the content and/or facilities available or accessible via the TSY Mobile App will always be accurate, complete, current or that access to the TSY Mobile App will be uninterrupted. To the extent permitted by law, SYMCA exclude all conditions, warranties, representations or other terms which may apply to the App or SYMCA content, whether express or implied.

7.7.2 We expressly disclaim all liability for any direct, indirect or consequential loss or damage occasioned from the use or inability to use the TSY Mobile App, whether directly or indirectly resulting from inaccuracies, defects, viruses, errors – whether typographical or otherwise, omissions, out of date information or otherwise.

7.7.3 Accessing the TSY Mobile App and the downloading of material from it is done entirely at the Your own risk. You will be solely and entirely responsible for any resulting damage to software or computer systems and/or any resulting loss of data.

8. Using our Products

8.1 Use of our Products are subject to the following

8.1.1 The conditions of carriage of the transport you are travelling on

8.1.2 The South Yorkshire Bye-Laws

8.1.3 The general conditions of use set out in these Terms

8.2 You must present your Product as requested by a Conductor or other transport staff representative. Where you have a Product loaded to a Smartcard, you must present the Smartcard for scanning. Where you have a Product in the form of a mobile ticket, you must present your mobile device for scanning.

8.3 When using a young persons discounted product, You will need to present proof of your discount entitlement along side your Product. Accepted forms of entitlement are:

  • Zoom Under 16
  • Zoom 16-18
  • Zoom Beyond
  • TravelMaster 18-22 Discount Card
  • U19 card, SHU card, student card, NUS Totum card or apprentice card.

8.4 Your Product is valid from the day You activate it. Products are valid to 02.30am of the following day after the expiry date.

8.5 In advance of using the ticket held in the TSY Mobile App, you must ensure that it is valid for the intended journey as follows:

8.5.1 The travel mobile ticket has been activated before boarding or downloaded to a Smartcard

8.5.2 The travel ticket is valid for the date of travel

8.5.3 The travel ticket is valid for the area you are travelling in.

9. Misuse of Products

9.1 Products cannot be used outside of their validity.

9.2 Products cannot be used with a Smartcard that has been defaced, tampered with or altered. Loading a Product to a Smartcard that is defaced, tampered with or altered will mean your Product is no longer valid.

9.3 You cannot use a Product that has been issued to someone else on a non-transferable basis. You must not allow anyone to use Your product where it has been issued on a non-transferable basis.

9.4 Products cannot be used by more than one passenger unless specifically authorised for that Product.

9.5 Where it is found that a Product is being misused or We have reason to suspect misuse, We (or any Authorised Person) may confiscate a Product and the Smartcard it is loaded to, if appropriate. Confiscation of a Product can also be in the form of digitally blocking it from further use.  Other consequences of misuse can include and are not limited to, paying the full fare for your journey, purchasing a new ticket for your journey, charging a standard penalty, refusal of travel, removal of any discount entitlement or prosecution.

9.5.1 Authorised Persons are any employees or representatives of South Yorkshire Mayoral Combined Authority (SYMCA), or any employees or representatives of South Yorkshire Future Trams Limited (SYFTL).

9.6 We reserve the right to suspend or terminate TSY Mobile accounts where we suspect fraudulent activity and report such fraudulent activity to the relevant authorities. Please note that the Combined Authority will not be obligated to pay/reimburse any costs as a result of this action being undertaken.

10. Refunds and Replacements

10.1 All refunds and replacements are issued at Our absolute discretion and we have the right to refuse to provide you with a refund or replacement for any reason. This does not affect your statutory rights.

10.2 We may offer a discretionary full refund for any Products that have not been activated.

10.3 For Products with a duration greater than one day, we may until 1st July 2024 offer a discretionary full refund if the Product has been activated within 24 hours of an application for a refund on a maximum of  2 occasions per account.

10.4 Where You have been unable to use Your Product due to technical problems with the TSY Mobile App, we will offer 1 single day Product.

10.5 We will not offer a refund or replacement if You have been unable to use Your activated Product due to a Force Majeure Event. For further information on what constitutes a Force Majeure Events as defined by these Terms, see section 15.

10.6 There will be no refund or replacement offered for the loss of Products that have been activated on a device that is subsequently lost. The Safekeeping of your Product is Your responsibility.  If your ticket is stolen, you should report this to the police and notify SYMCA immediately. If you or we cannot recover your ticket, we may consider an application for a duplicate ticket.

10.7 We shall not be liable for any loss, expense, claim, damage, injury or inconvenience that You may sustain arising directly or indirectly out of the failure for a particular service to be operated.

11. Common sense and discretion

11.1 We cannot take responsibility for the way you use the TSY Mobile App. When travelling using the App, you need to exercise common sense and discretion about your safety, particularly at night.

11.2 In addition, if you want to use the mobile ticketing feature of the App, our staff, may handle your device when checking your Mobile Ticket. While our staff will take all reasonable care to ensure that nothing happens to your device, we do not accept liability for damage to it, unless this is caused by any negligence or wilful misconduct by our staff.

11.3 You need to ensure that your device remains charged – if the device runs out of battery and cannot be switched on to download your Product onto a Smartcard or show your mobile ticket, we cannot accept responsibility if as a result you are unable to travel.

11.4 We are not liable to compensate You if you are unable to present your Product (for any reason) when required and the transport operator has charged You the full fare or a penalty in accordance with the conditions of carriage for that transport operator.

12. Materials, ownership and restrictions on use

12.1. The TSY Mobile App is owned and operated by SYMCA and any data, text, graphics, images, audio and video clips, logos, icons, software and links and any intellectual property and other rights relating thereto (“SYMCA Content”), are and will remain the property of SYMCA.

12.2. You may not copy, reproduce, republish, upload, post, transmit or distribute the TSY Mobile App or any of the SYMCA Content in any way for public or commercial purpose without SYMCA’s prior written permission.

12.3 If you breach any part of these Terms, your right to access and/or use the SYMCA Content and the TSY Mobile App shall automatically terminate and you shall immediately destroy any copies you have made of the SYMCA Content.

13. Limitations on our Liability

13.1. SYMCA accepts no liability for any indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of your use or access to the TSY Mobile App, including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise.

13.2. SYMCA is not liable to you for any damage or alteration to your equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the TSY Mobile App.

13.3. Nothing in these Terms shall exclude or limit SYMCA’s liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation or any other liability which cannot be excluded or limited under applicable law.

14. Transfer of rights and obligations

14.1. You may not transfer, assign, charge or otherwise dispose of any of your rights or obligations arising under these Terms, without our prior written consent.

14.2. We may transfer, assign, charge, sub-contract or otherwise dispose of any of our rights or obligations arising under these Terms, at any time.

15. Events outside our control

15.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by events outside our reasonable control (a “Force Majeure Event”).

15.2. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

15.2.1. strikes, lock-outs or other industrial action;

15.2.2. civil commotion, riot, invasion, vandalism or threat of vandalism, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

15.2.3. exceptionally severe weather conditions, fire, explosion, storm, flood, earthquake, subsidence, pandemic, epidemic or other natural disaster;

15.2.4. impossibility of the use of public or private telecommunications networks; or

15.2.5. the acts, decrees, legislation, regulations or restrictions of any government.

16. Other Important information

16.1. If we fail, at any time during the time that these Terms are in force, to insist upon strict performance of any of your obligations under any of these Terms, or if we fail to exercise any of the rights or remedies to which we are entitled under these Terms, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.

16.2. A waiver by us of any default will not constitute a waiver of any subsequent default.

16.3. No waiver by us of any of these Terms will be effective unless it is expressly stated to be a waiver and is communicated to you in writing.

16.4 If any of these Terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

16.5 We intend to rely upon these Terms and any document expressly referred to in them in relation to their subject matter. Nothing in these Terms affects your statutory rights.

16.6. We have the right to revise and amend these Terms from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.

16.7 Revisions or amendments to these Terms will be notified to you by way of marketing materials or by email to the account email address of the account holder and/or by way of such other methods as we shall determine.

16.8 These Terms, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), will be governed by English law. Any dispute or claim arising out of or in connection with these Terms (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

17. Data Protection and security

17.1  SYMCA is a data controller for the purposes of the UK GDPR and Data Protection Act 2018 (“DPA”).

17.2 By using the TSY mobile app, you consent to our processing of the ‘personal data’, and ‘sensitive personal data’, if any (as such terms are defined in the DPA), that we collect from you in accordance with our Privacy Policy. In particular, and in addition to the purposes set out in our Privacy Policy, we may use information we hold about you for the purposes of:

17.2.1. ongoing administration of ticketing in South Yorkshire

17.2.2. providing customer services in relation to the TSY mobile app

17.2.3. informing you of changes to our terms and conditions

17.2.4. allowing us to improve the services we offer to you

17.2.5. conducting research and analysis, including travel patterns;

17.2.6. detecting and preventing crime, including fare evasion and fraudulent use of the TSY mobile app

17.2.7. enabling us to comply with our legal and regulatory obligations.

17.3. When downloading the TSY mobile app, you may be asked to confirm that we may share your personal data with our associates in operating ticketing in South Yorkshire, and associated transportation providers for marketing purposes.

17.4. Please address any questions, comments and requests regarding our data processing practices.

17.5. Payment card details are collected and stored by the SYMCA payment service provider (Global Payments) securely and are never held by SYMCA.

Your payment card number is never stored on your mobile device or within SYMCA back-office systems.