Opal refunds and fare adjustments

Different refund and reimbursement options apply depending on the type of card, ticket or payment method used. 
Use this page to find the right form for your request.

You can apply for a fare adjustment if you were

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

Important information

• Requests for fare adjustments must be made within 90 days from when the fare was charged.
• If an Opal fare adjustment is approved, collect it on your Opal card on your next trip. If you can't do this within 60 days, contact Opal Customer Care.

You can request a refund of the remaining balance on your Opal card if you no longer need it.

You can also request a refund if your Opal card is:

• not working
• damaged
• unwanted
• expired.

Use the online Opal Card Refund Form to submit your request.

You can also use the online form to request a refund on behalf of a child under 16 if you are their parent or guardian.

You do not need to register your Opal card to request a refund.

If your Opal Card is registered, the name on the Opal Refund Form must match the name in the customer profile under which that Opal Card is registered unless you are applying for a refund on behalf of a deceased estate or are the parent or guardian of an Opal Card belonging to a child under the age of 16.

Please allow up to 20 business days for online refund form requests to be processed.

What you’ll need

To complete the online form, you’ll need:

• your Opal card number
• your Opal card security code
• a photo of the Opal card cut in half or otherwise destroyed
• your personal details
• Australian bank account details.

Refunds can only be paid into an Australian bank account.

If you cannot use the online form

The online form is the preferred way to request an Opal card refund.

If you are unable to use the online form, you can print and complete the Opal Refund and Balance Transfer Policy and Form (PDF, 727KB) and send it with your physical Opal card to:

Opal Customer Care
Locked Bag 5026
Alexandria NSW 2015

Please allow up to 20 business days for paper forms to be processed.

If you used a credit card, debit card or a digital wallet to pay and are looking for a reimbursement you will need a different page.

Apply for a contactless payment reimbursement