All requests for ticket refunds are subject to these terms and conditions together with the Go North East terms and conditions of use for the key smartcard which are available at simplygo.com/thekey.
- Refunds and replacements are only available on tickets which have been stored on a key smartcard subject to these conditions. Unfortunately we cannot process refunds for tickets which have been issued on paper tickets.
- Requests for refunds or replacements should be made by emailing us at thekey@gonortheast.co.uk or by calling us on 0845 60 60 260 with your account and ticket details on which you are applying for a refund.
- Refunds will be calculated from the day after the refund request has been made.
- Tickets which have been part used are not eligible for refund.
- Refunds will not be given more than 12 months from the original date of purchase of the tickets.
- A refund is only available to the original purchaser and proof of purchase may be requested.
- Refund conditions by ticket type are categorised below.
- For replacement tickets, see the key terms and conditions of use.
Buzzfare Tickets
- Tickets which have been part used will be refunded providing:
at least 3 days remain on a 7 day ticket or a 10 x 1 day multibuy deal
at least 7 days remain on a 28 day ticket
at least 28 days remain on an annual ticket - Refunds are not available on 3 x 1 day multibuy tickets which are part used.
- Refunds on BuzzFare tickets will be calculated using the original purchase price based on the number of days remaining on the ticket from the day after the request for refund is received.
Get Around Tickets
- Refunds will not be given on one and seven day tickets and 1 day multibuy tickets.
- When calculating your refund we will deduct the Get Around weekly ticket price for every full or part week used from the balance remaining on your ticket from the date of receipt by Go North East.
Scholars Contract Tickets:
- Refunds may be available on scholars contract tickets which are unused, provided they are surrendered before their expiry. Any refund will only be available to the person or organisation that paid for the tickets.
- A replacement ticket will be given for a lost, stolen or damaged pass although the following charges apply: £15 for the first replacement, £20 for the second and £25 for third. No more than three replacement passes will be issued. The individual to whom the pass has been issued to is liable for the replacement charges.
Unforeseen Circumstances
In the event of a suspension of services because of strikes, labour disputes, emergency or adverse weather conditions, reasonable refunds or extension of validity of pre-purchased tickets may be considered but the decision will be entirely at the discretion of the company.
Refunds will not be made in respect of days on which it can reasonably be foreseen that no service or a replaced service will be provided, or days on which the company has advertised a reduction or suspension of service such as Christmas Day and New Years Day.
Policy Review:
This policy will be subject to revision and Go North East reserves the right to change this policy without notice. Any revisions will not apply before the policy has been published at simplygo.com.
