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Contactless payments reimbursement form

You can apply for a reimbursement if you were:

  • charged an incorrect fare amount.
  • unable to tap off due to an emergency evacuation or power or equipment outage.
  • charged a default fare due to a service disruption.

Before you claim:

What you need to know

If your reimbursement is approved, the amount will be credited to your next fare. If you do not travel on the same card or device within 7 days, the amount will then be reimbursed to the credit card used.

Card issuer fees will not be reimbursed. You need to contact your financial institution regarding the reimbursement of any card fees.

Please allow approximately 20 business days for this form to be processed.

How to use this form

To investigate your transaction we only require the first six digits and last four digits of the payment card used for your trip. If the reimbursement is for a payment made by a:

  • payment card, please complete section 3.1
  • mobile payment device, please complete sections 3.1 and 3.2

Please do not provide your full payment card details in the comments field.

1. Your details
2. Trip details
Mode of travel
3. Payment details
3.1 Payment card number
3.2 Mobile payment devices (only to be completed if a mobile device was used)
Device account number (Locate your device account number in the digital wallet of the phone, watch or device that you used to pay for your trip)
4. Reason for reimbursement
Please select
Terms and conditions
  • Represent and warrant that the information provided in this reimbursement form is true, accurate and up to date;
  • Agree that reimbursements will be made in accordance with the Opal Terms of Use and the Opal Refund and Balance Transfer Policy
  • Accept that you must claim a reimbursement within 90 days from the date on which the transactional error occurred
  • Accept that
    • a reimbursement will only be applied to the card that was used for the transaction; and
    • reimbursements will only be made for the amount of the transactional error (less applicable charges or fees)
  • Accept that Transport for NSW has the right to decline the reimbursement application if:
    • the conditions for reimbursement have not been met; or
    • you have not complied with the Opal Terms of Use and the Opal Refund and Balance Transfer Policy
  • Release Transport for NSW, to the full extent permitted by law, from all liability in relation to:
    • the transactional error; and
    • this reimbursement form, upon receipt by the undersigned of a reimbursement

Privacy: The personal information collected for the purposes of the Opal Card Ticketing System will be treated in accordance with the Privacy Personal Information Protection Act 1988(NSW). For information on how to handle such personal information we refer you to the Opal Privacy Policy.