1.1 To give at least one months notice by telephone, email or in writing of your intention to cease Direct Debit payments.
1.2 To ensure payment can be taken from the nominated bank account on the due date. If 3 Direct Debit payments are not received on the due date within any 12 month period Centro reserve the right to remove you from the scheme.
1.3 If a manual payment is made using a Credit Card it will be subject to a 2% transaction fee. There is no additional charge for payments made by Debit card.
1.4 To give at least one months notice by telephone, email or in writing of any change of name, address or any changes to ticket type or zone.
1.5 To give at least one months notice of amendments to bank or building society details. In this case, we will require a newly completed Direct Debit mandate which can be obtained online by clicking the Application Form or by contacting the Direct Debit team.
1.6 It is the customers responsibility to ensure that their photo card number is clearly written on each monthly ticket before it is used. Failure to do so may result in a fine or ticket confiscation.
1.7 Please be vigilant with ticket expiry dates. If your subsequent ticket has not arrived three working days before your current ticket expires, you must inform the Direct Debit team on 0121 214 7550. We will issue a duplicate ticket immediately. We will not refund travel tickets that have to be purchased when tickets do not arrive due to any delay in the postal service.
1.8 To take all reasonable steps to keep your travel pass safe. Please report any loss or theft of your season ticket or photocard to Centro. A £5.00 administration fee is payable for replacement of either section of the pass by cheque, debit or credit card. More than one replacement within any 12-month period will be at the discretion of the Direct Debit team.
1.9 The customer must ensure that they have a valid ticket with them for every journey. Refunds on any tickets purchased as a result of lost, stolen or forgotten tickets can be sought via the Station Accounts department of the appropriate train operating company.
1.10 If you need to return a ticket to Centro you should use Recorded Delivery or obtain proof of posting.
2.1 With respect to ticket renewals, provided your monthly Direct Debits are paid on the agreed date, a new ticket will be posted to you at least 7 days prior to the expiry date shown on your current ticket.
2.2 To give 20 working days written notice of any price change, except when tax changes require an immediate price change.
3.1 The minimum contract term when joining the scheme is 3 months from your initial start date.
3.2 If you leave the Centro Direct Debit scheme, you may rejoin the scheme one month after your last Direct Debit payment (subject to the normal new application guidelines). Please call the Direct Debit team for further details prior to applying.
3.3 Tickets may be suspended for a minimum of one full calendar month and up to a maximum of six months provided you give one months notice. After six months your account will be stopped and a new bank mandate will be needed when reapplying. 3.4 Tickets available through Direct Debit have a validity of one month, we will not refund any whole or partial amount due to you cancelling your Direct Debit membership.
3.5 In the case of long term sickness Centro should be advised as soon as possible. Refunds are at the discretion of Centro. Proof maybe required.
3.6 We reserve the right to refuse any application.
3.7 We reserve the right to terminate Direct Debit arrangements if the scheme or the tickets are misused in any way, or if Direct Debit payments are not promptly and regularly paid via the nominated bank or building society account.
3.8 The scheme covers the following tickets:
3.9 Pre-9.30 train tickets must be used in conjunction with a valid Centro Concessionary Travel Pass which is valid for travel on services within the West Midlands county. These tickets are only valid between 04:00 and 09:29 Monday to Friday inclusive. Ticket holders should notify the Direct Debit team of any change of address, change of ticket, or lost and stolen cards. We will arrange a replacement and notify the Ticketing Team who will issue the Concessionary Passes for a £5.00 fee.
3.10 Direct Debit tickets are not transferable and are issued subject to the current National Rail Conditions of Carriage and to the Conditions of Carriage of the Rail Operators on whose services they are valid (Unless otherwise indicated they are valid by any permitted route, and on the services of participating operators), and (for network tickets) the published terms and conditions relating to bus and Metro operators services, which are available for inspection at the Head Offices or appropriate company addresses. The National Rail Conditions of Carriage are available for inspection at the Ticket Offices of staffed stations.
3.11 network tickets are valid on local bus services in the West Midlands county run by operators in the Centrocard scheme; they are not valid on night buses and certain other special services. They are valid on the Metro (except Zone 1 and Zone 1-2 network tickets). It is the customer’s responsibility to ensure their network ticket entitles them to travel to the destination they require when using the bus within and nearing the Network West Midlands area boundary.
3.12 We use a Credit Reference Agency to confirm the name, address and credit status of the person paying the Direct Debit.
4.1 It is the responsibility of the ticket holder to claim compensation for any service delay or cancellation from the appropriate train operating company.
4.2 Contact details for Train Operating Companies:
Please click here if you would like to download a copy of these .
directdebit@centro.org.uk
Monday to Thursday 9.00am to 5.00 pm Friday 9.00am to 4.45pmClosed Saturday, Sunday and Bank Holidays
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