Refund policy

The Policy sets out the terms and conditions under which refunds or exchanges of tickets may be granted by the CITSO / CIT du Sud-Ouest. Our refund policy will be soon translated.

For TRAM passes, visit the Agence Métropolitaine de Transport (AMT) website at Agence Métropolitaine de Transport (AMT)

 

1.0  Job loss, illness or hospitalization

 A customer who loses his job or is placed on sick leave due to an illness or a hospitalization can submit an application for a refund of a monthly transit pass in compliance with the following conditions. The application, the OPUS transaction receipt, and the OPUS card to which the monthly pass was charged must be received by CITSO’s Customer Service department no later than the 6th day that the monthly pass is valid. The application must be accompanied by the following supporting documents, to the manager’s satisfaction.

In the case of a job loss, the customer must provide a copy of his Record of Employment (ROE) from Service Canada issued by his employer and confirming termination of employment for the month referenced in the refund application.

In the case of a sick leave due to an illness or a hospitalization, the customer must provide a copy of his medical certificate indicating a sick leave for the full month referenced in the refund application.

OPUS card issue fees are non-refundable. The customer keeps the OPUS card on which the monthly pass is deactivated.

 

1.1  Purchase before the start of the month

A customer who purchased a monthly transit pass can submit an application for a refund before the first day that the pass becomes valid, provided he submits the OPUS transaction receipt. Only one (1) monthly pass per customer per month can be refunded before the start of the month.

OPUS card issue fees are non-refundable. The customer keeps the OPUS card on which the monthly pass is refunded.

 

1.2  Customer with two identical monthly passes

A customer has two (2) OPUS cards, each of which is loaded with a monthly transit pass for the same amount, same zone, and same validity period. Up until the 6th day of validity of the passes, the customer can obtain a refund for one of the two (2) passes or a transfer of one of the two (2) passes to the following month, provided he submits the OPUS transaction receipts. Only one (1) identical monthly pass per customer per month can be refunded.

OPUS card issue fees are non-refundable. The customer keeps the OPUS card on which the monthly pass is refunded.

 

1.3  Other requests

Tout autre cas particulier de demande d’échange ou de remboursement doit être soumis par le client au Service à la clientèle du CITSO pour évaluation par le gestionnaire.

 

1.4  Upgrade of a monthly pass

 A customer can upgrade (zone or classification) a monthly transit pass, provided he submits the OPUS transaction receipt. In this case, the customer must pay the difference between the two fares.

 

1.5  Upgrade of ticket booklets (10 trips)

A customer can upgrade unvalidated tickets from a booklet for the current year. In this case, the customer must pay the difference between the price of the new booklet and the balance of the remaining tickets in the upgraded booklet.

 

1.6 Échange à la baisse d’un titre mensuel 

L’échange à la baisse d’un titre mensuel est refusé en tout temps.

 

1.7  Downgrade of a monthly pass

Downgrades of monthly passes are not permitted.

 

1.8 Restauring an Opus card 

Restoring an OPUS card consists in transferring all unexpired transit fares already coded on a card onto a new card.

 

1.9  Deffective card 

 

1.10  OPUS card

A customer can, at any time, ask to have his defective OPUS card restored, at no charge. In this case, the manager must, after having scanned the card, declare the card to be defective. If the manager is unable to scan the card, only the unexpired fares appearing in the OPUS central system will be transferred onto the new OPUS card. Note that transactions in the OPUS central system only appear the day after the sale of the transit pass.

Despite the foregoing, issue fees for a new OPUS card (with or without photo) will be charged to the customer for damage resulting from misuse (e.g. card perforated, bent, etc.).

 

2.0 Lost or stolen card 

 

2.1  Registered OPUS card with or without photo

Only cards registered to the customer in the OPUS central system can be restored in the event of loss or theft. The customer must pay all issue fees for the new OPUS card (with or without photo) at the time the card is restored.

 

2.2  Anonymous OPUS card

 An anonymous (lost or stolen) OPUS card cannot be restored.

 

3.0 Processing applications

 

3.1  Applications listed in section 1 of this policy sent to CITSO customer service

A customer requesting a refund or exchange of a transit pass further to one of the situations mentioned in Section 1 must submit his application in person to CITSO’s Customer Service department.

 

4. Exceptions

This policy does not apply to:

  • transit passes issued as part of a membership program since these passes are governed by the specific rules of the program in question;
  • exceptional situations for which specific guidelines may be implemented by the AMT.

For a refund of a TRAM pass, visit the AMT website at AMT website.

 


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