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On Demand travel credit terms and conditions

Participation in the On Demand travel credit trial is governed by the terms and conditions of Transport for NSW (TfNSW) as set out below. By agreeing to be part of the On Demand travel credit Trial, you acknowledge and agree to be bound by these terms and conditions, as updated by TfNSW from time to time.

These terms and conditions must be read together with the Opal Terms of Use and the use of your Opal card as part of the On Demand travel credit trial is subject to those terms of use. Capitalised terms in the Opal Terms of Use have the same meaning in these terms and conditions, unless otherwise stated.

You must also comply with any terms and conditions imposed by On Demand service operators in respect of the On Demand journeys provided by them and the use of the their booking app.

The On Demand travel credit trial is an opt-in service and at you can remove yourself from the trial at any time.

  1. Definitions

In these terms and conditions,

Eligible Transport Service means a train service, passenger bus service, ferry service (excluding OpalPay ferry services) or light rail service where Opal cards can be used.

On Demand Bus Service means an On Demand bus service operated by a Participating Operator.

On Demand Ferry Service means an On Demand ferry service operated by a Participating Operator.

On Demand Service(s) means On Demand Bus Services or On Demand Ferry Services.

On Demand travel credit Credit is the travel credit by taking Transport Connect Journeys in accordance with Clause 4 of these terms and conditions and available for use to pay for future On Demand Services.

Opal Terms of Use means the terms and conditions for the use of smartcards, published by Transport for NSW, as amended from time to time, and available at transportnsw.info/opal.

Participating Operator is an On Demand Bus Service operator or On Demand Ferry Service operator listed in the Transportnsw.info website as participating in the On Demand travel credit trial.

Transport Connect is TfNSW’s online customer portal, accessible at connect.transportnsw.info

Transport Connect Account Balance means the current value of all On Demand travel credit applied to your Transport Connect Account.

  1. Description of the On Demand travel credit trial

TfNSW is trialling a travel credit system for On Demand Services booked by Transport Connect users. The initiative links Opal fares with On Demand Service fares and provides On Demand travel credit to participants when they change between modes of transport within 60 minutes which can be used to pay for future On Demand Services.

  1. Eligibility

To be eligible for On Demand travel credit Connect, you must have a valid Adult, Concession or Gold Opal card or a valid credit or debit card (including digital wallet) used for contactless payments ("CTP Card") on transport services. On Demand travel credit is not available for users of Free Opal Cards or One Day Travel Pass Opal cards.

The trial is an opt-in program. To receive On Demand travel credit, you must:

  • register and create a Transport Connect account on the transportnsw.info website (“Transport Connect Account”):
  • link your Opal card or CTP Card to your Transport Connect Account within the On Demand travel credit section of the portal;
  • add a payment method to your Transport Connect Account;
  • sign in to a Participating Operator’s mobile booking App using your Transport Connect Account credentials;
  • book an On Demand Service using the Participating Operator’s mobile booking App and pay for it using your Transport Connect Account ("Linked On Demand Journey"); and 
  • use your linked Opal card or CTP Card to tap on for on an Eligible Transport Service within 60 minutes of exiting the Linked On Demand Journey (“Transport Connect Journey”)
  1. Earning On Demand travel credit

Where you take a Transport Connect Journey, TfNSW will apply the On Demand travel credit directly to your Transport Connect Account Balance. Your Transport Connect Account Balance will be updated within 24 hours of the journey being taken.

The value of the Transport Connect travel credit is determined by the fare category of the On Demand service purchased.

  • An On Demand travel credit of $2 is applied where an adult fare is purchased;
  • An On Demand travel credit of $1 is applied where a Child/Youth or Concession fare is purchased.
  1. Travel credits not available for Free Travel

You will not earn On Demand Travel Credits where your Transport Connect Journey is provided free of charge. For example, travel taken on the Opal network during the Fare free Easter promotion between 14 April 2022 and 26 April 2022 will not generate On Demand Travel Credits, even if a full fare Linked On Demand Journey is taken during this period.

  1. Using On Demand travel credit

Your Transport Connect Account Balance will be automatically used to pay for future On Demand Services where there is sufficient balance to pay for the full On Demand fare.

The full fare value of the On Demand Services will be deducted from your available Transport Connect Account balance. Any remaining Transport Connect Account Balance value will remain in your Transport Connect Account and are available for use for future On Demand Services.

Where you do not have the sufficient Transport Connect Account Balance to pay for the full On Demand Service fare, your linked credit card will be charged for the full fare amount. The On Demand travel credit will be applied to your Transport Connect Account Balance if you then complete an Transport Connect Journey.

Transport Connect travel credit cannot be applied for split or partial payments.

  1. Managing your Transport Connect Account

You may log into your Transport Connect Account at any time to update your details, view your Transport Connect Account Balance and review your travel history.

You can change your linked Opal card or CTP Card at any time. Changes to your linked Opal card or CTP Card may take up to 24 hours to be registered.

If you change your linked Opal card, your Transport Connect Account Balance will not be affected.

  1. Restrictions on Use

On Demand travel credit is of no monetary value and cannot be used for goods or services other than for On Demand Services booked using your Transport Connect Account.

On Demand travel credit cannot not be applied to your Opal account.

On Demand travel credit is not transferable and can only be used by the holder of the Transport Connect Account.

On Demand travel credit is not redeemable or exchangeable for cash.

  1. Expiration of the rewards earned from the On Demand travel credit trial

On Demand travel credit applied to your Transport Connect Account Balance will expire 24 months from the date of issue. The oldest On Demand travel credit will be applied first for the payment of any On Demand Service.

Expired On Demand travel credit cannot be reinstated or restored.

TfNSW has no obligation to notify you prior to the expiry of any On Demand travel credit.

  1. Suspension of the On Demand travel credit trial

TfNSW reserves the right to suspend or cancel the On Demand travel credit trial at any time. Your Transport Connect Account Balance will be forfeited if the trial is cancelled.

  1. Privacy

We will handle personal information that we collect in relation to the Transport Connect in accordance with our privacy notice, privacy policy (Opal Privacy Policy) and the Privacy and Personal Information Protection Act 1998.

Participation in the On Demand travel credit trial indicates your consent to the use and disclosure of your personal information in accordance with the Opal Privacy Policy and relevant legislation relating to personal information and privacy.