Conditions of Carriage

Modified on Tue, 18 Aug at 11:55 AM

To ensure complete clarity for all passengers, if you do not already have one, we kindly request that you introduce a distinct section in your Conditions of Carriage dedicated specifically to tickets purchased through the myTrip mobile application.

If you have not sold mobile tickets before, your Conditions of Carriage document will likely primarily address tickets purchased directly from the driver. This creates ambiguity regarding the contractual terms, refund processes, and validity rules applicable to digital tickets.

The new section should explicitly cover, but not be limited to:

Validity & Usage: Confirmation of how digital tickets are displayed, validated (e.g., scanning, visual check), and when the contract of carriage begins.
Refund/Cancellation Policy: The specific process and terms for requesting a refund or cancellation for tickets purchased via the app, distinguishing them from cash/physical ticket purchases.
Technical Requirements: Conditions relating to the passenger’s device (e.g., battery life, screen damage) and their responsibility to present the ticket correctly.

We have created an example section which can be used if you don’t have specific conditions of your own. These can also be edited to suit your needs. Please find the example below.

Please email us at mytriphelp@masabi.com with the content you would like included, and we will action this for you.

Conditions Specific to Mobile Application (App) Tickets

These supplementary conditions apply specifically to all tickets purchased, stored, or validated through the myTrip official mobile application (the "App"). These conditions are read in conjunction with the Carrier's primary Conditions of Carriage, which remain applicable in all other respects.

1. Definitions

App: The official myTrip mobile application used for the purchase, storage, and presentation of Digital Tickets.
Digital Ticket: A valid electronic entitlement to travel purchased via the App, stored on the passenger's mobile device, and presented digitally for validation.
Carrier: [The Bus Operator's Legal Name].

2. Purchase and Contract of Carriage

2.1. A Digital Ticket is valid only when purchased and confirmed through the App. Proof of purchase alone (e.g., bank statement) is not a substitute for the valid Digital Ticket being correctly presented.

2.2. The Contract of Carriage is formed when the Digital Ticket is successfully activated or scanned/presented for travel and validated by the Carrier's staff or validation equipment.

3. Digital Ticket Validity and Presentation

3.1. Presentation Requirement: Passengers must ensure their mobile device is charged, functional, and capable of displaying the Digital Ticket clearly at all times throughout their journey for inspection by the Carrier's staff.

3.2. Device Failure: The passenger is solely responsible for ensuring the working condition and battery level of their mobile device. If a Digital Ticket cannot be presented due to a drained battery, device malfunction, screen damage, or software error, the passenger will be treated as traveling without a valid ticket and will be required to purchase a new ticket.

3.3. Validation: Digital Tickets must be validated according to the instructions provided in the App (e.g., scanning a QR code or displaying an animated visual). Any attempt to board or travel without properly validating the ticket may result in the imposition of a penalty fare.

4. Refunds, Cancellations, and Changes

4.1. App-Specific Process: Requests for refunds or cancellations of Digital Tickets must be submitted via myTrip or the bus operating company the ticket is designated for.

4.2. Refund Eligibility: Refunds via the myTrip team are eligible for unused/inactive Digital Tickets. A Digital Ticket that has been activated, scanned, or visually presented to a driver or inspector is considered used and may be non-refundable. Requests for partial refunds of partially used tickets must be directed to the bus operating company directly.

4.3. Technical Issues: The Carrier will only investigate and process refunds or credits for issues arising from a confirmed technical error originating directly from the App's system or the Carrier's internal processing infrastructure. The Carrier shall not be liable for compensation, refunds, or costs incurred due to technical issues outside of its control, including but not limited to: mobile network failures, external payment gateway outages, third-party provider outages, or malfunctions of the passenger's device or operating system.

5. Misuse and Security

5.1. Modification and Duplication: Any attempt to alter, copy, duplicate, or fraudulently use a Digital Ticket, including sharing App login details, is strictly prohibited and will result in an account ban, potential invalidation of the ticket, expulsion from the vehicle, and potential legal action.

5.2. Security: Passengers must protect their App login details. The Carrier is not responsible for losses incurred due to the unauthorised use of the passenger's mobile device or App account.