Opal fare adjustments and refunds
Opal cards are made to last for years. Before you request a refund consider keeping and reusing your Opal card later or on your next visit. Adult and Child/Youth cards can be transferred to another person. If your card is lost or stolen, you can also transfer your balance to another Opal card.
If you want to find out if you can get a refund, review the Opal Refund and Balance Transfer Policy and Form (pdf 249KB).
You can apply for a fare adjustment if you have been charged the wrong fare or could not tap off because the reader was not working. You must request a fare adjustment within 90 days from when the fare was charged. Any Opal card balance adjustments you receive must be collected by tapping on at an Opal card reader, within 60 days of the adjustment being applied, otherwise you will need to contact Opal Customer Care to reapply.
Registered Opal cards
To request an adjustment for a default fare on a registered Opal card, firstly log in to your account on the Opal website.
Once logged in, select the Opal account enquiries tab and select 'Complaint - Opal fares' under Enquiry Type. Add your information to the form.
Unregistered Opal cards
To request an adjustment for a default fare on a unregistered Opal card, go to the Opal website and submit your information through the enquiries and feedback form on the Opal website.
Select 'Complaint - Opal fares' under 'Enquiry Type' and add your information to the form.
Minimum refund amount
There are no part refunds. You can only apply for a refund in the amount of the full refundable balance of your Opal card. Amounts under $5 will not be refunded by cheque.
No cash refunds
No refunds will be made in cash. As part of the refund process you will need to provide details of an Australian bank account. If bank account details are not supplied, a cheque will be sent if the amount is over $5 to the Australian address specified in the Refund Form only. No refund cheques will be sent overseas.
Refunds on behalf of others
If you’re applying for a refund as the parent or guardian of an Opal card belonging to a child under the age of 16, or on behalf of a deceased estate, you can find full details in the Opal Refund and Balance Transfer Policy and Form (pdf 249KB)
Cancelled or expired Opal cards
If your Opal card is cancelled or expired, you must claim a refund or request a balance transfer within 90 days from when your Opal card expired. If you don’t make a claim you will forfeit the Opal card balance.
Lost or stolen cards
Visitors to Sydney
If you were using an Opal card during your visit to Sydney, when you are ready to leave you can either:
- hold onto your Opal card for your next visit
- give it to family or friends
- get a refund on the balance. Refunds can only be made to an Australian bank account and an Australian address
There are no refunds available on Opal single trip tickets unless your ticket is faulty.
Refunds are not available for lost, stolen or damaged single trip tickets, or in any other circumstance.
If your ticket is faulty, use the following forms Opal Single Trip Ticket Refund or Transfer Form (pdf 764KB).
If there has been an error when topping up or buying a ticket through the Opal top up and single trip ticket machines, please submit your refund or transfer request via the Opal Transactional Error Reimbursement and Transfer Form (pdf 1.9MB).
The value on your Opal card is valid for up to 9 years.
Any remote top ups such as online, over the phone or through the Opal Travel App must be collected within 60 days, by tapping on at an Opal reader. If you don't tap on at an Opal reader after 60 days, the pending amount will then be credited back to your nominated payment card.
If you believe your contactless payment card has been used fraudulently or incorrectly then you should contact the issuing bank immediately.
If you believe you have been charged an incorrect fare, first familiarise yourself with how contactless payments are processed as it is different to Opal.
If an incorrect fare has been charged, you can apply for reimbursement online with the Contactless Transport Payments Reimbursement Form in line with the Opal Refunds and Balance Transfer Policy (pdf 249KB).