NOTE: Due to the COVID-19 situation, the Edmonton Service Centre is closed. To request a replacement pass, drop your pass and contact information in the mail slot at the Edmonton Service Centre or send it by mail via Canada Post to the Edmonton Service Centre.
Edmonton Service Centre
2nd Floor, 10111 104 Avenue
Edmonton, AB T5J 0J4
ETS may be able to provide a refund for certain fare products and programs.
Purchased in error - A prorated refund may be given for passes purchased in error and returned with the value of the ETS Day Pass deducted for each day after the first day of the month if there is no receipt or from date of receipt whichever is relevant.
Prior to the 1st day of new month - Full refund
Day 1, 2, 3, and so on - Reduced refund for each valid day by the value of an ETS Day Pass, until there is no refund value
Dated receipt - Reduced refund for each valid day from date on receipt, by the value of an ETS Day Pass, until there is no refund value
Lost in Mail - All ETS Fare product ordered online is delivered by Canada Post, and a signature is required to confirm receipt. ETS cannot be responsible for delayed deliveries by Canada Post. However, if your order is not received and Canada Post confirms that the order has been lost, ETS will honour your purchase with a current valid replacement of the same type of fare product, after confirming with Canada Post.
Death of Passholder - A prorated refund may be given under the following circumstances with the value of the ETS Day Pass deducted for each day after the first day of the month if there is no receipt, or from date of receipt whichever is relevant (see Passes Purchased in Error for more information):
- In the case of death of a monthly pass holder, a prorated refund from the date on the death certificate, when the certificate is presented by the certified executor of the estate and the pass is returned to ETS.
- In the case of the death of a Senior Annual Pass holder, a prorated refund from the date on the death certificate, when the certificate is presented by the certified executor of the estate and the valid pass is returned to ETS.
Damaged Fare Product (washed, torn, and so on) - Monthly passes or tickets that are damaged may be replaced by ETS, provided the type of pass or ticket can be identified and the product is currently valid. Expired fare product or fare product that cannot be identified as currently valid will not be replaced; ETS retains sole discretion regarding replacement in such cases.