Rules Governing Refunds of Transit Passes
Requests for refunds of transit passes issued by the STO are governed by specific rules.
Provisions governing the refund of transit passes
Transit passes cannot be refunded or transferred to another person. Nevertheless, an exception may be granted to refund a pass on specific grounds when the prescribed deadlines are met and for the reasons set out below. The value of the refund must be $10 or more (after the deduction of a $5 administration) and cover a period not exceeding 6 months.
Purchase before the pass becomes valid
Riders who have purchased a monthly pass and request a refund before the 1st day that the pass becomes valid.
Death of the card holder *
Eligible parties may request a refund for any transit pass loaded on the smart card upon the death of the card holder. To process the request, the Société requires the necessary supporting documents (declaration of death).
Stopped work (loss of employment or illness) *
Riders who have lost their employment or are on medical leave for more than one month. To process the request, the Société requires the necessary supporting documents (record of employment or medical certificate).
Maternity, paternity or parental leave *
Riders who are on maternity, paternity or parental leave for a period exceeding one month and who request a refund once their leave has started. To process the request, the Société requires the necessary supporting documents (record of employment).
*A $5 administration fee applies in all cases and will be deducted from the refund amount.
Refund granted (calculation method used)
Pass price – (cost of one trip paid with the e-wallet x the number of trips taken) – administration fee ($5)
Amount in the e-wallet – administration fee ($5)
Only complete booklets of bus tickets will be refunded – administration fee ($5)
Provisions governing the exchange of transit passes
Riders may exchange a transit pass for a different type of pass within the prescribed deadlines. However, an exchange cannot result in a refund to the rider.
Exchanging an amount in the e-wallet for a monthly pass
Riders who wish to buy a monthly pass and use some or all of the funds in their e-wallet to pay for it.
Exchanging a monthly pass (month not started) for the equivalent amount in the e-wallet
Riders who wish to convert the cost of a monthly pass into an equivalent amount in the e-wallet, provided that the request is submitted before the 1st day that the monthly pass becomes valid.
Provisions governing the replacement of smart cards
Smart cards may be replaced under the following circumstances:
Lost, stolen or damaged smart card
Riders must go to a service point to have the card and any contents replaced. A replacement fee applies.
Defective smart card
Riders must go to a service point to have the card and any contents replaced for free.
In the event that the data on the smart card cannot be read, only the information contained in the central system will be loaded onto the new smart card for all types of transit passes on the card. If no monthly pass is available on the card, but there are funds in the e-wallet or e-fares, the STO reserves the right to deduct the value of two trips. The smart card issuing fee is not refundable.
The provisions above do not apply to transit passes issued as part of a transit pass program (Fidélité, Cam-Puce, etc.) since these passes are governed by specific rules set out in the terms and conditions for each program.
Responsibility for the policy
The Customer Relations service is responsible for the application of this policy.