Opal refunds and fare adjustments
Apply for a fare adjustment
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.
For registered Opal cards, follow these steps:
- Log in to your Opal account on the Opal website
- Navigate to 'Opal account enquiries'
- Select 'Complaint - Opal fares'
- Complete the provided form
If your Opal card is not registered:
- Submit your request through the enquiries and feedback form on the Opal website
- Select 'Complaint - Opal fares' as the Enquiry Type
- Add your information to the form
Apply for an Opal card refund
- You can claim a refund if your Opal card is faulty, damaged, unwanted or expired.
- To check if you are eligible for a refund, review the Opal Refund and Balance Transfer Policy and Form (pdf 562KB).
- Send back the physical Opal card with the completed form to: Opal Customer Care, Locked Bag 5026, Alexandria, NSW, 2015.
Important information
- No cash refunds: You must provide Australian bank account details.
- Refunds on behalf of others: If applying as a parent or guardian of an Opal card belonging to a child under 16, or on behalf of a deceased estate, consult the Opal Refund and Balance Transfer Policy and Form. (pdf 562KB)
- Cancelled or expired Opal cards: Claims must be made within 90 days from when the Opal card expired. If you don’t make a claim you will forfeit the Opal card balance.
- Lost or stolen cards: We do not provide refunds for lost or stolen Opal cards. If your Opal card is lost or stolen you should report it and apply for a balance transfer.
Other cases
- Decide whether to keep, give away, or get a refund on your Opal card. Refunds are only made to Australian bank accounts.
- If your ticket is faulty, use the following forms Opal Single Trip Ticket Refund or Transfer Form (pdf 208KB).
- There are no refunds for Opal single trip tickets unless your ticket is faulty.
- If you experience issues while using a Opal top and ticket machine, please submit the Opal Transactional Error Reimbursement and Transfer Form (pdf 231KB).
Contactless payment reimbursements
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.
How to apply for contactless payment reimbursement online