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This service is now provided in Edmonton Tower at the Edmonton Service Centre 10111 104 Avenue.

Confiscated Fare Product
Confiscated passes and tickets will not be refunded or replaced.

Damaged or Mutilated Fare Product (Washed & Torn)

Monthly passes or tickets that are worn, damaged or mutilated 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. Replacements are available only at the Edmonton Service Centre.

ETS@WORK
Passes purchased through the ETS@WORK program are not refundable.
Exchanging Expired Adult and Youth/Senior Tickets
  • Transit tickets are not refundable.
  • Unused individual tickets and full ticket strips that have expired may be exchanged for new tickets at the Edmonton Service Centre only between January 1 and January 31. Tickets must be exchanged by the last business day of January.
  • Only tickets that have expired at the beginning of the current year may be exchanged during this period.
Exchanging Expired Day Passes (Family Travel)
  • Day Passes are not refundable.
  • Unused day passes that have expired may be exchanged for a new day pass at the Edmonton Service Centre only between January 1 and January 31. Day passes must be exchanged by the last business day of January.
  • Only day passes that have expired at the beginning of the current year may be exchanged during this period.

 

Illness, Injury, or Death of Pass Holder
A prorated refund may be given under the following circumstances with the value of the 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.
  • In the case of illness or injury requiring the pass holder to be hospitalized or housebound for a period of two weeks or more, when the valid pass is  returned to ETS along with a letter from the pass holder’s medical practitioner substantiating the claim.

“Lost in Mail” Claims
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.
Lost, Stolen, or Misplaced Fare Product

Any fare product which has been lost, stolen, or misplaced will not be refunded or replaced.

Passes Purchased in Error

A prorated refund may be given for passes purchased in error and returned with the value of the 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. Refund applications are available at the Edmonton Service Centre.

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 a Day Pass, until there is no refund value

Dated receipt - Reduced refund for each valid day from date on receipt, by the value of a Day Pass, until there is no refund value

Regional Fare Product

ETS does not replace or refund any fare product issued by regional transit authorities (St. Albert, Strathcona County, Fort Saskatchewan, Spruce Grove).

Youth (Student) Pass – NOT Purchased at the School

Refund requests for Youth Passes will be accepted at the Edmonton Service Centre if proof of purchase at the unsubsidized rate is provided.  A prorated refund may be given with the value of the Day Pass deducted for each day after the first day of the month or for each day from the date of purchase indicated on the proof of purchase whichever is relevant.

Ticket Vending Machines (TVM’s)

TVM Tickets purchased in error are not refundable. Refund receipts issued by ETS Ticket Vending Machines will be honoured at the Edmonton Service Centre. In the event that a ticket machine fails to issue a refund receipt, the customer must sign an affidavit and provide proof of identity. 

Youth (Student) Passes - Purchased at the School

Edmonton Transit does not refund or replace Youth Passes which are subsidized and sold through the schools. Refund and replacement requests should be directed to the school.

Appeals

All denied requests for refund or replacement from Edmonton Service Centre may be appealed by presenting details of the case in writing.

For More Information

Manager of Fare Policy

Research, Revenue and Expenditure Control
Edmonton Transit Service
Suite 750, 10060 Jasper Avenue
Edmonton, AB
T5J 3R8

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