Use of the key Smartcard ("the Smartcard") is subject to these Terms and Conditions together with Oxford Bus Company Conditions of Carriage. "Oxford Bus Company" is operated by City of Oxford Motor Services, Limited ("the Company").

When you are issued you with the Smartcard, you are able to store credits for Oxford Bus Company services. Each time you use it to obtain a service from us, the number of credits on the Smartcard is decreased accordingly (unless you have an unlimited use service, which will expire after the number of days you have bought have ended). You cannot use the Smartcard unless it has enough credits on it, or time to run, and you are responsible for keeping it recharged.

Multi-trip travel credits (including the "Any 5 Day" products) are valid from one year from the date of purchase. Unused travel credits will expire after 365 days, including the purchase date. No refunds will be given for travel-credits which remain unused after one year. However, if you add further travel credits to your card by Topping Up with further trips, the life of all trips remaining on the card at that point will be extended for 365 days from the date of Topping Up.

Smartcards with a time based product on them are valid for the period purchased, starting from the date of first use. (Unless the Smartcard has not been used for one year, in which case it will become invalid).

The website will not be updated with the number of trips left on a Smartcard until the Smartcard has been presented to the reader on a bus following any Smartcard Top Up. Update of the website will take 48 hours.

The Smartcard does not hold money, and is not a stored value card.

Drivers and officials of Oxford Bus Company may inspect the Smartcard at any time and must show it to them on request.
All Smartcards remain the property of Oxford Bus Company. We reserve the right to withdraw individual Smartcards, and The Key service generally, at any time.

The registered holder of a Smartcard agrees to inform us in writing of any change to their name, address or other details (either by post or e-mail to thekey@oxfordbus.co.uk). This will enable contact to be made to issue a replacement for a lost Smartcard or return a found Smartcard (if not cancelled).

Smartcards are transferable, except those Smartcards issued with photographs under the Green Travel 2 Work Scheme; the Schoolkey and the Brookeskey. Photocards can only be used by the holder of the card. However, the user must fit the same criteria if the Smartcard is a concessionary card such as the Young Person´s card. It is the User´s responsibility to carry valid ID.

A registration form must be completed before a card is issued. Oxford Bus Company may refuse to issue a Smartcard at its discretion.

If there has been no use of a Smartcard for one year then the Smartcard will automatically be cancelled. You may apply in writing for a refund or a new Smartcard at a cost of £5.

Damaged or lost Smartcards can be replaced. A fee of £5 will be charged for each replacement Smartcard.

If we believe your Smartcard has been tampered with in any way we may withdraw it without refunding the remaining value. A driver or other official of the Oxford Bus Company is entitled to retain any Smartcard which they believe has been tampered with, is being misused or which has become electronically unreadable. Where a card has become corrupt, we will replace it.

You must take care of the Smartcard, and ensure that it is not crushed or folded, is not placed near any strong magnetic or electric fields, allowed to get wet or exposed to extremes of temperature.

On boarding a bus the Smartcard must be placed on or near the card reader so that the reader indicates it has been properly read by making an audible "bleep" and showing a green light. Only when you have received a positive confirmation of reading are you treated as having made valid payment for that journey.

If you top up your Smartcard over the internet using the site www.oxfordkey.co.uk or Brookesbus.org you must allow 48 hours for the top up to be available on the bus to upload on to your card.

The loss, theft or failure of a Smartcard must be notified to The Oxford Bus Company as soon as possible. This can be done by telephoning 08456 05 50 50 or by calling in to our travel shop.

We cannot prevent the unauthorised use of a lost or stolen Smartcard until it has been reported by the registered holder to customer services, when it will be cancelled. (Cancellation may take up to 48 hours to come into effect). Until it is cancelled, you will be liable for the unauthorised use of the Smartcard.

The Company will not be liable for any travel costs incurred between the reporting or a lost or stolen card and the receipt of your replacement Smartcard.

Once cancelled, a Smartcard cannot be "re-activated".

A replacement Smartcard will be issued at a charge £5. The replacement Smartcard will have the same validity as the card it has replaced and we will credit it with the level of credits stored on the lost Smartcard at the time of cancellation.

Refunds are only granted in exceptional circumstances and are entirely at the discretion of the Company. Refunds must be applied for in writing. If granted, a refund will always be calculated on a non pro rata basis which fairly accounts for the travel you have used. A £5 administration charge will be made for all refunds. "Refunds" are not to be confused with the transfer of outstanding credits from a lost, stolen, or damaged Smartcard.

We will not pass your details on to any third party except as required by law.

The Oxford Bus Company will only use information that you have supplied for administration (including development and maintenance of our systems), customer services and research, and detection and prevention of crime. Unless you have ticked the relevant box on the application form, you agree that we may also contact you to keep you updated with information about Oxford Bus Company services such as timetable changes and fare changes and also to inform you of special offers and other related products and services.

Where a card is faulty and the fault is not because of your failure to take care of it, we will replace it free of charge and will endeavour to replace any unused credits.

Where a card malfunctions because we reasonably believe it has been misused or you have failed to take care of it, we reserve the right to charge £5 for its replacement, and we will endeavour to replace any unused credits.

Irrespective of the policy above, we reserve the right to withdraw the card at any time.

The Oxford Bus Company reserves the right to vary these Terms and Conditions from time to time.