Refund Information
- Confiscated Fare Product
- Damaged or Mutilated Fare Product (Washed & Torn)
- ETS@WORK
- Exchanging Expired Adult and Youth/Senior Tickets
- Exchanging Expired Day Passes (Family Travel)
- Illness, Injury, or Death of Passholder
- “Lost in Mail” Claims
- Lost, Stolen, or Misplaced Fare Product
- Passes Purchased in Error
- Regional Fare Product
- Youth (Student) Pass – NOT Purchased at the School
- Ticket Vending Machines (TVM’s)
- Youth (Student) Passes - Purchased at the School
- Confiscated Fare Product
- Confiscated passes and tickets will not be refunded or replaced.
- Damaged or Mutilated Fare Product (Washed & Torn)
- A replacement pass or ticket will be given at no cost when the pass or ticket has become damaged or mutilated through excessive use, washing, or from being torn, provided it is returned to ETS and is still identifiable as such. Replacements are available at the ETS Customer Service Centre only. The ETS Customer Service Centre is located in the mezzanine of Churchill LRT Station (99 Street & 102A Avenue).
- ETS@WORK
- Passes purchased through the ETS@WORK program are not refundable.
- Exchanging Expired Adult and Youth/Senior Tickets
- Transit tickets are not refundable.
- Unused tickets that have expired may be exchanged for new tickets at the ETS Customer Service Centre only between January 1 and January 31.
- Exchanging Expired Day Passes (Family Travel)
- Day Passes are not refundable.
- Unused day passes that have expired may be exchanged for a new day pass at the ETS Customer Service Centre only between January 1 and January 31.
- Illness, Injury, or Death of Passholder
- A prorated refund may be given under the following circumstances with the value of the Day Pass deducted for each day after the first day of the month if there is no receipt, or from date of receipt whichever is relevant (see Passes Purchased in Error for more information):
- In the case of death of a monthly pass holder, a prorated refund from the date on the death certificate, when the certificate is presented by the certified executor of the estate and the pass is returned to ETS.
- In the case of the death of a Senior Annual Pass holder, a prorated refund from the date on the death certificate, when the certificate is presented by the certified executor of the estate and the valid pass is returned to ETS.
- In the case of illness or injury requiring the pass holder to be hospitalized or housebound for a period of two weeks or more, when the valid pass is returned to ETS along with a letter from the pass holder’s medical practitioner substantiating the claim.
- “Lost in Mail” Claims
- (applies to Annual Senior Passes, AISH Passes, Online Store Purchases)
Up to two “lost in mail” claims per customer per life-time will be honoured. A Lost-in-Mail Declaration form must be completed by the customer. - Lost, Stolen, or Misplaced Fare Product
Any fare product which has been lost, stolen, or misplaced will not be refunded or replaced.
- Passes Purchased in Error
A prorated refund may be given for passes purchased in error and returned with the value of the Day Pass deducted for each day after the first day of the month if there is no receipt or from date of receipt whichever is relevant (see below). Refund applications are available at the ETS Customer Service Centre.
- Prior to the 1st day of new month
- Full refund
- Day 1, 2, 3, etc
- Reduce refund for each valid day, by the value of a Day Pass until, here is no refund value
- Dated receipt
- Reduce refund for each valid day from date on receipt, by the value of a Day Pass, until there is no refund value
- Regional Fare Product
ETS does not replace or refund any fare product issued by regional transit authorities (e.g. St. Albert, Strathcona County, Fort Saskatchewan, Spruce Grove, etc.).
- Youth (Student) Pass – NOT Purchased at the School
- Refund requests for Youth Passes will be accepted at the ETS Customer Service Centre if proof of purchase at the unsubsidized rate is provided. A prorated refund may be given with the value of the Day Pass deducted for each day after the first day of the month or for each day from the date of purchase indicated on the proof of purchase whichever is relevant.
- Ticket Vending Machines (TVM’s)
TVM Tickets purchased in error are not refundable. Refund receipts issued by ETS Ticket Vending Machines will be honoured at the ETS Customer Service Centre. In the event that a ticket machine fails to issue a refund receipt, the customer must sign an affidavit and provide proof of identity.
- Youth (Student) Passes - Purchased at the School
Edmonton Transit does not refund or replace Youth Passes which are subsidized and sold through the schools. Refund and replacement requests should be directed to the school.
Appeals
All denied requests for refund or replacement from Customer Service Centre may be appealed by presenting details of the case in writing to:
Director of Community Relations
Edmonton Transit SystemSuite 850, 10060 Jasper Avenue
Edmonton, AB
T5J 3R8
Transforming Edmonton
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