Contactless Terms & Conditions

1. Introduction

1.1 These Conditions of Use apply to you when you are using a contactless payment card or device to pay for travel on Kinchbus Limited (‘our services’) where contactless is accepted. These Conditions of Use set out your rights and obligations when using a contactless payment card or device and apply in addition to the company’s Conditions of Carriage, available on our website

1.2 For the purposes of these Conditions, a contactless payment card is a debit, credit, prepaid or charge card, sticker, mobile phone or other device that is used to make contactless payments and which can be used to pay for travel on our services.

1.3 There are two versions of contactless payments that can be taken on Our Services, Travel Contactless and Contactless Payments.

1.4 Travel Contactless is a token account-based ticketing solution.  It requires customers to touch on at the ticket machine at the beginning of their journey and again on the ticket machine at the end of their journey.  The system will then calculate fares based on a single journey and any suitable capping restrictions applied against zones.

1.5 Contactless Payments is a contactless payment for a predefined ticket selection including but not limited to singles, returns, multi person products and topping up Kinchkards.  These transactions need to be below the £30 contactless limit amount.  

2. General use of your contactless payment card or device

2.1 You can use your contactless payment card or device to pay for travel on our services where contactless is accepted.

2.2 It is your responsibility to check the fare for your journey before you travel and to have adequate funds for payment for your travel.

2.3 When you touch your contactless payment card or device on the ticket machine reader, you are giving authorisation for the cost of your journey, including any maximum fares or unpaid fares, to be charged to your card account.

2.4 You should touch only the card or device you want to pay with on the reader.

2.5 A green screen, accompanied by a positive beep, means that your contactless payment card or device has been accepted for travel.

2.6 A red screen, accompanied by a negative beep, means your contactless payment card or device has been rejected. You do not have the right to travel until either your contactless payment card or device has been accepted or you have paid for your journey by a different means.

2.7 If you do not touch in correctly, you will be liable to pay the Standard Fare.

2.8 Damaged contactless payment cards or devices may not be accepted.

2.9 When you touch your contactless payment card or device on the ticket machine reader, you are authorising Kinchbus Limited to charge the cost of your journey, including any unpaid fares, to your card account.  You will see the charge on your bank account statement as contactless.travel

2.10 The amount charged to your contactless payment card account will be the fare(s) appropriate for the services and areas used and/or any unpaid fares owing.

2.11 If your card is declined when we submit it for payment, you will not be permitted to travel and will be added to our deny list for the contactless payment card or device until the unpaid fares against it have been paid in full.

2.12 If your card is declined when we request settlement, you authorise us to seek to take payment using your card details again for a number of additional occasions until we receive full payment.  We will also attempt to collect any unpaid fares the next time you touch your card on the ticket machine reader until the debt is settled.  Alternatively, you can contact our customer services team to pay unpaid fares 01773 712265.

2.13 If there are still outstanding fares  for previous travel made, you will not be permitted to travel using the same contactless payment card or device until the outstanding  fares have been  paid in full.

2.14 If you are found not to have touched in at the start of your journey or if your contactless device has run out of battery and cannot be read, you may be charged a ‘Standard Fare’.

2.15 All Visa, Mastercard and Maestro credit and debit cards with the contactless symbol can be used, including most contactless cards issued overseas. Payments can also be made using a smart device via Apple Pay or Android Pay.  Unfortunately, we’re unable to accept American Express cards at this time.

3. Travel Contactless

3.1 Only one person at a time can use a contactless payment card or device for Travel Contactless payments. Only the passenger who makes the first transaction of the day can use that card or device for travel for the rest of the day.

3.2 For Travel Contactless you must touch your contactless payment card or device on the ticket machine reader at the start of each journey and also at the end of your journey as you exit the bus.  If you do not touch off at the end of your journey you will be charged the maximum fare for that journey. 

3.2 Capping applies to one single payment card or device.  Each device has a unique token identification.  To benefit from capping ensure that you use a consistent device or card.  Virtual cards, for example when you have a card stored in Apple or Google wallets are counted separately to physical banking cards. 

3.3 Caps are calculated based on zones.  Current cap areas and prices can be found on our website.

3.4 Day caps apply for travel between 0400 and 0359 the following day.

3.5 28 day caps are calculated dynamically on a rolling basis looking back at your proceeding 28 days’ worth of travel.

3.6 There are no receipts issued on bus for Travel Contactless transactions. Full journey history can be found at our website

4. Pay Contactless

4.1 Contactless Payments can be made for purchases of single & return tickets, topping up Kinchkard products, and buying paper day products including multi person products, including but not limited to, zigzag duo and group as long as the product is valued at under £30. 

4.2 Customers can make multiple purchases through Contactless Payments either as separate transactions or grouped together as long as the value is below £30.  Customers are advised that the card issuer may require a chip and pin authorisation as a fraud protection measure if regular small amount transactions are made. This authorisation cannot be undertaken on bus as no chip and pin facilities are available. Should this authorisation be required, another form of payment must be used.   

5. Your Account

5.1 To create an online account to view journeys you must provide your contactless card payment details and expiry date.  For virtual cards held in Apple and Google Wallets you will also require your digital card number which can be found in the device section within your wallet.

5.2 Your online account shows your detailed journey and payment history for up to 90 days.

5.3 If your personal details change after you have created an online account, you must sign in and update them.  You must keep your account details secure and take all reasonable precautions to prevent unauthorised or fraudulent use of them.  

6. Refunds on contactless payments

6.1 If you have used your contactless payment card or device in error or have paid more than the required fare, we may refund the amount paid subject to you having touched in as required.

6.2 To apply for a refund, after 48 hours and within 8 weeks of making a journey, you should contact our customer services team on 01773 712265. We will not be able to refund any overpayment until the original transactions have cleared.

6.3 Our drivers cannot offer refunds for contactless payments that have been completed on our vehicles, unless you are within 10 minutes of the original transaction and at the same stop.  If you require a refund after this time then contact our customer services team on 01773 72265.

6.4 Refunds are at the sole discretion of Kinchbus Limited

Getting in Touch

Customer Services
Kinchbus Limited
Mansfield Road
Heanor
Derbyshire
DE75 7BG 

Telephone: 01773 712265 

Email: talk@kinchbus.co.uk

For full fares information, journey history and managing your account

Kinchbus Limited reserve the right to amend these Conditions at any time.