Ticket Terms and Conditions

• One zone (A, B or C)
• Two zones (A+B or B+C)
• Three zones (A+B+C)

• Metro
• Shields Ferry with a zones A+B+C ticket (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland with a zones A+B+C ticket

• Metro station ticket machines
• On board the ferry (All zones ticket only)

• One zone (Yellow, Green or Grey)
• Two zones (Yellow+Green or Green+Grey)
• Three zones (Yellow+Green+Grey)

• Metro
• Shields Ferry with a ticket that includes the Grey zone (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Local bus services
• Northern rail services between Sunderland and Blaydon via Newcastle

• Metro station ticket machines
• On board the ferry
• From bus drivers

• Metro
• Shields Ferry (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Local bus services
• Northern rail services between Newcastle and Sunderland and Newcastle and Metrocentre/Blaydon

• Metro station ticket machines
• On board the ferry
• From bus drivers

• Metro
• Shields Ferry
• Northern rail services between Newcastle and Sunderland

• Metro station ticket machines
• On board the ferry

• Metro
• Shields Ferry
• Local buses
• Northern rail services

• Metro to travel at Pop PAYG fares
• Shields Ferry to buy a PAYG Ferry Single or PAYG Ferry Day Ticket (see 4.3)
• Local bus services to buy operator’s own standard commercial single, return and day tickets
• Northern rail services between Newcastle and Ashington to travel at Pop PAYG fares

• Metro to travel at Pop PAYG fares
• Northern rail services between Newcastle and Ashington to travel at Pop PAYG fares

• Online at buyandapply.nexus.org.uk
• Metro station ticket machines

• Through your Google Pay account
• Metro station ticket machines

• Metro to travel at Pop Blue fares
• Shields Ferry to buy a 21 and Under Ferry Single or 21 and Under Ferry Day Ticket (see 4.5)
• Local bus services to buy operator’s own standard commercial single, return and day tickets
• Northern rail services between Newcastle and Ashington to travel at Pop Blue fares

• Metro to travel at Junior Blue fares
• Shields Ferry to buy a Ferry Child Single (see 3.8) or Metro Child Day Ticket (see 3.7)
• Local bus services to buy operator’s own standard commercial single, return and day tickets
• Northern rail services between Newcastle and Ashington to travel at Junior Blue fares

• Online at buyandapply.nexus.org.uk
• Metro station ticket machines

• One zone (A, B or C)
• Two zones (A+B or B+C)
• Three zones (A+B+C)
• Four zones (A+B+C+D)

• Metro
• Shields Ferry with a zones A+B+C or A+B+C+D ticket (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland and Newcastle and Ashington with a ticket covering the zones the journey is being made in.
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• Online at buyandapply.nexus.org.uk
• Metro station ticket machines

• One zone (A, B or C)
• Two zones (A+B or B+C)
• Three zones (A+B+C)
• Four zones (A+B+C+D)

• Metro
• Shields Ferry with a zones A+B+C or A+B+C+D ticket (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland and Newcastle and Ashington with a ticket covering the zones the journey is being made in
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• One zone (A, B or C)
• Two zones (A+B or B+C)
• Three zones (A+B+C)

• Metro
• Shields Ferry with an A+B+C ticket (including bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland with an A+B+C ticket
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• NUS card
• NUS extra card
• TOTUM card
• College ID
• International House ID

• 4 weeks
• Annual

• Inner Newcastle
• Inner Sunderland
• All zones

• Metro
• Shields Ferry with an All zones ticket (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland with an All zones ticket. Staff on Northern trains and the National Rail ticket gates at Newcastle station are currently unable to read Pop cards. If you wish to travel on Northern rail services, you will need to obtain a free paper counterpart ticket by contacting Nexus Customer Relations. You must carry this paper counterpart ticket with your Pop card at all times when travelling on Northern rail services and present it when requested by a member of staff.
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• Online at buyandapply.nexus.org.uk
• Metro station ticket machines

• Full or provisional UK/EU driving licence
• ID card with the PASS hologram
• NUS extra card
• TOTUM card
• Passport or birth certificate (can be a copy)

• 1 week
• 4 weeks

• Metro
• Shields Ferry (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland. Staff on Northern trains and the National Rail ticket gates at Newcastle station are currently unable to read Pop cards. If you wish to travel on Northern rail services, you will need to obtain a free paper counterpart ticket by contacting Nexus Customer Relations. You must carry this paper counterpart ticket with your Pop card at all times when travelling on Northern rail services and present it when requested by a member of staff.
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• Online at buyandapply.nexus.org.uk
• Metro station ticket machines

• Metro
• Shields Ferry (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland. Staff on Northern trains and the National Rail ticket gates at Newcastle station are currently unable to read Corporate Pop cards. If you wish to travel on Northern rail services, you will need to obtain a free paper counterpart ticket by contacting Nexus Customer Relations. You must carry this paper counterpart ticket with your Corporate Pop card at all times when travelling on Northern rail services and present it when requested by a member of staff.
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

• Metro
• Shields Ferry (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland. Staff on Northern trains and the National Rail ticket gates at Newcastle station are currently unable to read CT Passes or Companion Cards. If you wish to travel on Northern rail services, you will need to obtain a free paper counterpart ticket by contacting Nexus Customer Relations. You must carry this paper counterpart ticket with your CT Pass or Companion Card at all times when travelling on Northern rail services and present it when requested by a member of staff. (please contact Nexus Customer Relations).

• With an Off Peak Tyne & Wear CT Pass: After 9.30am*
• With an All Day Tyne & Wear CT Pass: All day
• With any CT Pass issued outside Tyne and Wear: After 9.30am*

*All day during July and August

• Metro Season Ticket (see 5.1 and 5.2)
• Student Metro Season Ticket (with a Student entitlement) (see 5.4)
• 18 and Under Metro Season Ticket (with an 18 and Under entitlement) (see 5.5)

• You can order a Pop card online at buyandapply.nexus.org.uk
• Pop cards are free but you must buy a Metro Season Ticket (standard, 18 and Under or Student) at the same time as you order a card.
• A card will normally be delivered within 5 working days of the order date, but this may be longer during busy periods.

• Full or provisional UK/EU driving licence
• ID card with the PASS hologram
• NUS extra card
• TOTUM card
• Passport or birth certificate (can be a copy)

Your entitlement will expire on your 19th birthday, after which you will not be able to purchase 18 and Under Metro Season Tickets.

Your entitlement must be valid for the full duration of the ticket you purchase. If you purchase a ticket whose expiry date is after the expiry date of your entitlement, you may be liable for a Penalty Fare Notice if you are stopped by staff whilst travelling.

• An entitlement will be added to your Pop card at the same time as it is issued. You will need to upload a copy of your Student ID card as proof that you are a student.
• Your entitlement will be set to expire 15 months from the date of issue. If you continue to be eligible after your entitlement expires, you will need to upload proof of such through your online account.
• Your entitlement must be valid for the full duration of the ticket you purchase. If you purchase a ticket whose expiry date is after the expiry date of your entitlement, you may be liable for a Penalty Fare Notice if you are stopped by staff whilst travelling.

• If you purchase a Metro Season Ticket to load onto an existing Pop card, you must load your ticket onto your card by touching it on the card reader at a Metro station ticket machine, gate or validator.
• If you also order a Pop card when purchasing a Metro Season Ticket, your card will be delivered with the ticket preloaded.

• You must validate your smartcard by touching in at the start and touching out at the end of every journey you make, using Metro station gates and validators. If you do not touch in, you will be travelling without a validated smartcard as required by the Metro Conditions of Carriage and will be liable for a Penalty Fare Notice and/or prosecution.
• If one or more of the gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available ticket gates or validators to validate your smartcard.
• If all ticket gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in Metro Control.

• To apply for a Season Ticket refund, you must post it to Nexus Customer Relations.
• Refunds are calculated on the basis of the number of full days which are unused from the date we receive a Pop card.

Price paid for

Number of full

Refund                         season ticket                                                                        Administration

= x                                    days remaining on  –

amount                   Duration of season                                                                               fee

season ticket ticket in days

Refunds are by cheque, which can only be made payable to the holder of the online account to which the Pop card is registered or the person whose photograph is shown on the Pop card.

or damaged card

• A Pop card can only be replaced in the event of being lost, stolen or damaged if it is registered.
• If your Pop card is lost, stolen or damaged, you can apply for a replacement online through your account at buyandapply.org.uk using the ‘Replace this card’ option.
• A replacement for a Pop card will be issued with a partial season ticket with the same expiry date as the original season ticket. The expiry date of a season ticket issued on a replacement Pop card cannot be changed.
• Once a replacement smartcard is issued, we will block your original smartcard from any further use. This cannot be reversed even if you subsequently find a lost smartcard.
• While waiting for a replacement for a lost or damaged smartcard, you must pay for any journeys you make using alternative means. Nexus will not be liable to reimburse you for any costs you incur in doing so.

• A smartcard is faulty if it cannot be read by a smartcard reader but has no sign of physical damage.
• If you think your smartcard may be faulty, contact Nexus Customer Relations. If your card is found to be faulty, we will issue a replacement smartcard.

Where applicable, a replacement for a faulty Pop card will be issued with a partial season ticket with the same expiry date as the original season ticket. The expiry date of a season ticket issued on a replacement Pop card cannot be changed.

• You can order a card online at buyandapply.nexus.org.uk
• Cards are free but must be purchased with an initial £5 balance.
• A smartcard ordered online will normally be delivered within 5 working days (MondayFriday, excluding Bank Holidays), but this may be longer during busy periods.

• You can top up online at buyandapply.nexus.org.uk or at a Metro station ticket machine.
• The maximum balance that can be loaded onto a smartcard is £90.
• After you purchase a top up, you must load it onto your smartcard by presenting it to the orange card reader on a Metro station ticket machine, gate or validator. Top ups can also be loaded on the following bus services: Durham Park & Ride, Stanley Travel 40, 40A and 40B, and Local Link services in Redcar & Cleveland.

Online

• You can only top up online if your smartcard is registered.
• An online top up may take up to 48 hours to be ready to load onto your smartcard. If your top up is not showing after 48 hours but you have been charged for the transaction, contact Nexus Customer Relations using the details in 2.1.

At a Metro station ticket machine

• After payment has been completed, you must present your smartcard to the card reader again to load the balance you have purchased onto your card. If you fail to do this your top up will be cancelled. In such circumstances, the money will be refunded to your bank account within 7 days or the cash returned to you by the Metro station ticket machine.

• You must have a positive balance (£0.00 or more) on your card to start any journey.
• You can travel or buy tickets if the cost of your journey takes your card from a positive balance into a negative balance, but you cannot start a journey if you have a negative balance.

On Metro

• You must validate your smartcard by touching in at the start and touching out at the end of every journey you make, using ticket gates and validators at Metro stations.
• If you only touch in or out, you will have made an incomplete journey and will be charged a maximum fare (see glossary).
• If you fail to touch in at the start of your journey you will be deemed to be travelling without a valid ticket and may be liable for a Penalty Fare Notice and/or prosecution.
• If one or more of the ticket gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available ticket gates or validators to validate your smartcard. If you are unable to touch in and out, or forget to do so, and have a registered smartcard, you can apply for a Close Your Journey refund through your account at buyandapply.nexus.org.uk (see Refunds – Close Your Journey refunds below).
• If all ticket gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in Metro Control.
• Each time you make a complete journey on Metro, you will be charged the relevant Pop PAYG single fare for the number of zones you have travelled in.
• Once you reach the daily cap for the number of zones you have travelled in that day, you will not be charged for any further journeys you make that day in the same number of zones.
• If you subsequently make journeys in additional zones, you will be charged up to the daily cap for those zones.

On the Shields Ferry

• You can use the balance on your Pop PAYG card to purchase a PAYG Ferry Single or PAYG Ferry Day Ticket on the Shields Ferry.
• The Shields Ferry is not included in the Metro daily cap, therefore any tickets purchased on the ferry using the balance on a Pop PAYG card are separate and in addition to any tickets purchased on Metro and/or local bus services.
• If you purchase a PAYG Ferry Day Ticket, you must retain the paper ticket issued to you by the ferry operator to make subsequent journeys on the same day. If you are unable to present your paper ticket when boarding the ferry for subsequent journeys, you will have to buy a new ticket.

On local bus services

• You can use the balance on your Pop PAYG card to purchase the operator’s own standard commercial single, return and day tickets on local bus services. The pricing and availability of these tickets is controlled by the bus operator, over which Nexus has no control.
• The tickets you can purchase with a Pop PAYG card is subject to the bus operator’s own criteria for the acceptance of the card, and tickets are offered at the operator’s discretion.
• Local bus services are not included in the Metro daily cap, therefore any tickets purchased on local bus services using the balance on a card are separate and in addition to those purchased on Metro and/or the Shields Ferry.
• You cannot pay for part of a ticket on local bus services with the balance on a card and the remainder with another payment method – only one form of payment per transaction is permitted.
• From time to time, bus operators may not be able to accept a card due to a technical failure or because the vehicle is not equipped with the necessary equipment to read the card. In such circumstances, you must pay for your bus ticket using an alternative payment method accepted by the bus operator. Nexus accepts no responsibility for loss or damages as a result of bus operators not accepting cards on their services.
• Customers using their card on local bus services are subject to the bus operator’s own Conditions of Carriage. Where there is a conflict between these Terms and Conditions and the operator’s Conditions of Carriage, then the operator’s Conditions of Carriage take precedence.

• Refunds are available on any unused balance on your card. To obtain a refund you must return the card to Nexus Customer Relations. The card will be blocked and destroyed once the refund has been issued.
• A refund is only available for the full balance remaining on your card; it is not possible to refund part of the balance.
• No refund will be due on a card with zero or negative balance.
• Refund will be issued by cheque payable to the smartcard holder.
• If you are eligible for a refund of the £3.50 Pop PAYG card deposit (see below), it will be automatically added to the amount to be refunded.
• Refunds can take up to 3 weeks to process.

Close Your Journey refunds (Metro)

• If your smartcard is registered, you can apply for a Close Your Journey refund if you:
• A) Forgot to touch in or out
• B) Changed your travel plans after you touched in for reasons not linked to Metro service delays/cancellations
• C) Were unable to touch in or out because all validators or card readers on ticket gates at the Metro station were out of order or inaccessible
• D) Touched in but left the Metro station without travelling due to Metro service delays/cancellations.
• You can apply for a Close Your Journey refund through your online account at buyandapply.nexus.org.uk
• You will need to provide the date, time, boarding station and alighting station of the journey as part of your application.
• You can apply for a refund once every calendar month under scenarios A and B.
• The number of refund requests you can make under scenario C is not limited to a certain number within a time period but will be verified against validator/ticket gate fault logs.
• The number of refund requests you can make under scenario D is not limited to a certain number within a time period but will be verified against Metro service logs.
• Applying for a Close Your Journey refund does not amend your journey history record but will entitle you to be refunded the difference between the fare you did pay and the fare you would have paid had you not missed a touch in or out.
• If a Close Your Journey refund request is approved, the refund amount will be loaded onto your smartcard after 5 working days from submission.

Card deposit

• If you obtained your Pop PAYG card on or before 1 May 2017, you may have paid a £5 fee for the card itself, £3.50 of which is a deposit and £1.50 a non-refundable administration fee.
• If you paid for your Pop PAYG card and it is registered, you are eligible for a refund of the £3.50 deposit provided you have not exceeded a negative balance of -£3.50.
• You can apply for this refund by returning your Pop PAYG card to Nexus Customer Relations.
• For some promotional offers before 1 May 2017, you may not have paid the £5 fee for your Pop PAYG card and are therefore ineligible for a refund of the £3.50 deposit. Nexus maintains a record of all cards issued.
• Card deposit refunds are not available for Pop PAYG cards issued after 1 May 2017.

• A card can only be replaced in the event of being lost, stolen or damaged if it is registered.
• If your card is lost, stolen or damaged, you can apply for a replacement online through your account at buyandapply.nexus.org.uk using the ‘Replace this card’ option.
• A replacement for a card will be issued with the same balance loaded on it as was loaded on the original card at the time when the replacement card was ordered. The balance loaded on a replacement card at time of issuing cannot be changed.
• Once a replacement smartcard is issued, we will block your original smartcard from any further use. This cannot be reversed even if you subsequently find a lost smartcard.
• While waiting for a replacement for a lost or damaged smartcard, you must pay for any journeys you make using alternative means. Nexus will not be liable to reimburse you for any costs you incur in doing so.

Faulty card

• A smartcard is faulty if it cannot be read by a smartcard reader but has no sign of physical damage.
• If you think your smartcard may be faulty, contact Nexus Customer Relations. If your card is found to be faulty, we will issue a replacement smartcard.
• Where applicable, a replacement for a faulty card will be issued with the same balance loaded on it as was loaded on the original card at the time it was reported as being faulty. The balance loaded on a replacement card at time of issuing cannot be changed.

• You can top up online at buyandapply.nexus.org.uk or at a Metro station ticket machine.
• The maximum balance that can be loaded onto a smartcard is £90.
• After you purchase a top up, you must load it onto your smartcard by presenting it to the orange card reader on a Metro station ticket machine, gate or validator. Top ups can also be loaded on the following bus services: Durham Park & Ride, Stanley Travel 40, 40A and 40B, and Local Link services in Redcar & Cleveland.

Online

• You can only top up online if your smartcard is registered.
• An online top up may take up to 48 hours to be ready to load onto your smartcard. If your top up is not showing after 48 hours but you have been charged for the transaction, contact Nexus Customer Relations using the details in 2.1.

At a Metro station ticket machine

• After payment has been completed, you must present your smartcard to the card reader again to load the balance you have purchased onto your card. If you fail to do this your top up will be cancelled. In such circumstances, the money will be refunded to your bank account within 7 days or the cash returned to you by the Metro station ticket machine.

• You must have a positive balance (£0.00 or more) on your card to start any journey.
• You can travel or buy tickets if the cost of your journey takes your card from a positive balance into a negative balance, but you cannot start a journey if you have a negative balance.

On Metro

• You must validate your smartcard by touching in at the start and touching out at the end of every journey you make, using ticket gates and validators at Metro stations.
• If you only touch in or out, you will have made an incomplete journey and will be charged a maximum fare (see glossary).
• If you fail to touch in at the start of your journey you will be deemed to be travelling without a valid ticket and may be liable for a Penalty Fare Notice and/or prosecution.
• For your first journey of the day, you will be charged the £1 Pop Blue single fare, irrespective of the number of zones you travel in.
• For the second journey of the day, you will be charged a further £1 Pop Blue single fare, irrespective of the number of zones you travel in. For the third journey of the day, you will be charged £0.20, bringing your cost of Metro travel for the day to £2.20, triggering the daily price cap and meaning that you will not be charged for any additional journeys you make that day.

On the Shields Ferry

• You can use the balance on your Pop 19-21 card to purchase a 21 and Under Ferry Single or 21 and Under Ferry Day Ticket on the Shields Ferry.
• The Shields Ferry is not included in the Metro daily cap, therefore any tickets purchased on the ferry using the balance on a Pop 19-21 card are separate and in addition to any tickets purchased on Metro and/or local bus services.
• If you purchase a 21 and Under Ferry Day Ticket, you must retain the paper ticket issued to you by the ferry operator to make subsequent journeys on the same day. If you are unable to present your paper ticket when boarding the ferry for subsequent journeys, you will have to buy a new ticket.

On local bus services

• You can use the balance on your Pop 19-21 card to purchase the operator’s own standard commercial single, return and day tickets on local bus services. The pricing and availability of these tickets is controlled by the bus operator, over which Nexus has no control.
• The tickets you can purchase with a Pop 19-21 card is subject to the bus operator’s own criteria for the acceptance of the card, and tickets are offered at the operator’s discretion.
• Local bus services are not included in the Metro daily cap, therefore any tickets purchased on local bus services using the balance on a card are separate and in addition to those purchased on Metro and/or the Shields Ferry.
• You cannot pay for part of a ticket on local bus services with the balance on a card and the remainder with another payment method – only one form of payment per transaction is permitted.
• From time to time, bus operators may not be able to accept a card due to a technical failure or because the vehicle is not equipped with the necessary equipment to read the card. In such circumstances, you must pay for your bus ticket using an alternative payment method accepted by the bus operator. Nexus accepts no responsibility for loss or damages as a result of bus operators not accepting cards on their services.
• Customers using their card on local bus services are subject to the bus operator’s own Conditions of Carriage. Where there is a conflict between these Terms and Conditions and the operator’s Conditions of Carriage, then the operator’s Conditions of Carriage take precedence.

• Refunds are available on any unused balance on your card. To obtain a refund you must return the card to Nexus Customer Relations. The card will be blocked and destroyed once the refund has been issued.
• A refund is only available for the full balance remaining on your card; it is not possible to refund part of the balance.
• No refund will be due on a card with zero or negative balance.
• Refund will be issued by cheque payable to the smartcard holder.
• Refunds can take up to 3 weeks to process.

Close Your Journey refunds (Metro)

• If your smartcard is registered, you can apply for a Close Your Journey refund if you:
• A) Forgot to touch in or out
• B) Changed your travel plans after you touched in for reasons not linked to Metro service delays/cancellations
• C) Were unable to touch in or out because all validators or card readers on ticket gates at the Metro station were out of order or inaccessible
• D) Touched in but left the Metro station without travelling due to Metro service delays/cancellations.
• You can apply for a Close Your Journey refund through your online account at buyandapply.nexus.org.uk.
• You will need to provide the date, time, boarding station and alighting station of the journey as part of your application.
• You can apply for a refund once every calendar month under scenarios A and B.
• The number of refund requests you can make under scenario C is not limited to a certain number within a time period but will be verified against validator/ticket gate fault logs.
• The number of refund requests you can make under scenario D is not limited to a certain number within a time period but will be verified against Metro service logs.
• Applying for a Close Your Journey refund does not amend your journey history record, but will entitle you to be refunded the difference between the fare you did pay and the fare you would have paid had you not missed a touch in or out.
• If a Close Your Journey refund request is approved, the refund amount will be loaded onto your smartcard after 5 working days from submission.

• A card can only be replaced in the event of being lost, stolen or damaged if it is registered.
• If your card is lost, stolen or damaged, you can apply for a replacement online through your account at nexus.org.uk using the ‘Replace this card’ option.
• A replacement for a card will be issued with the same balance loaded on it as was loaded on the original card at the time when the replacement card was ordered. The balance loaded on a replacement card at time of issuing cannot be changed.
• Once a replacement smartcard is issued, we will block your original smartcard from any further use. This cannot be reversed even if you subsequently find a lost smartcard.
• While waiting for a replacement for a lost or damaged smartcard, you must pay for any journeys you make using alternative means. Nexus will not be liable to reimburse you for any costs you incur in doing so.

Faulty card

• A smartcard is faulty if it cannot be read by a smartcard reader but has no sign of physical damage.
• If you think your smartcard may be faulty, contact Nexus Customer Relations. If your card is found to be faulty, we will issue a replacement smartcard.
• Where applicable, a replacement for a faulty card will be issued with the same balance loaded on it as was loaded on the original card at the time it was reported as being faulty. The balance loaded on a replacement card at time of issuing cannot be changed.

• If your smartcard is registered, you can apply for a Close Your Journey refund if you:
  1. Forgot to touch in or out
  2. Changed your travel plans after you touched in for reasons not linked to Metro service delays/cancellations
  3. Were unable to touch in or out because all validators or card readers on ticket gates at the Metro station were out of order or inaccessible
  4. Touched in but left the Metro station without travelling due to Metro service delays/cancellations.
• You can apply for a Close Your Journey refund through your online account at buyandapply.nexus.org.uk.
• You will need to provide the date, time, boarding station and alighting station of the journey as part of your application.
• You can apply for a refund once every calendar month under scenarios A and B.
• The number of refund requests you can make under scenario C is not limited to a certain number within a time period but will be verified against validator/ticket gate fault logs.
• The number of refund requests you can make under scenario D is not limited to a certain number within a time period but will be verified against Metro service logs.
• Applying for a Close Your Journey refund does not amend your journey history record, but will entitle you to be refunded the difference between the fare you did pay and the fare you would have paid had you not missed a touch in or out.
• If a Close Your Journey refund request is approved, the refund amount will be loaded onto your smartcard after 5 working days from submission. e

• You must validate your smartcard by touching in at the start and touching out at the end of every journey you make, using ticket gates and validators at Metro stations. If you do not touch in, you will be travelling without a validated smartcard as required by the Metro Conditions of Carriage and will be liable for a Penalty Fare Notice and/or prosecution.
• If one or more of the ticket gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available ticket gates or validators to validate your smartcard.
• If all ticket gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in Metro Control.

On the Shields Ferry
Present you Corporate Pop card to the Ferry crew member when boarding.

On bus services 53, 54 and Q3
Present your Corporate Pop card to the bus driver when boarding.

On Northern rail services
Staff on Northern trains and the National Rail ticket gates at Newcastle station are currently unable to read Corporate Pop cards. If you wish to travel on Northern rail services, you will need to obtain a free paper counterpart ticket by contacting Nexus Customer Relations. You must carry this paper counterpart ticket with your Corporate Pop card at all times when travelling on Northern rail services and present it when requested by a member of staff.

• You can travel:
o Free of charge on local bus services in Tyne and Wear at any time
o Free of charge anywhere else in England on local bus services between 9.30am and 11.00pm Monday to Friday and all day at weekends and on public holidays
o For 60p single on the Shields Ferry at any time
o For 50p single on Northern rail services between Newcastle and Metrocentre/Blaydon at any time
• You can also buy and load a Metro Gold Card onto your CT Pass (see 5.8).

• Concessionary Child Single (Metro) (see 3.4)
• Concessionary Child Single (Ferry) (see 3.4)
• Child All-day Ticket (U16 CAT) (see 3.5)

• A parent or guardian should apply on behalf of the child who will be using it.
• You can apply for a card online at buyandapply.nexus.org.uk.
• As part of the application, you will need to provide:

o Proof of the child’s age. For this we will accept a copy (a scanned version or digital photograph) of the child’s passport, birth certificate or NHS Medical card;
o Proof that the child’s permanent address is in Tyne and Wear. For this we will accept a copy (a scanned version or digital) of the child’s NHS Medical card or their parent or guardian’s council tax, gas, electricity or water rates bill. Any bills provided must be dated within the last 6 months;
o A colour passport photograph of the child.
o Please note that an up to date Medical card can be used as proof of age and address.

• Payments of the £5 fee can be made by following the link to our online store after submitting your application. Once transferred to our online store, you must complete the purchase of an Under 16 Pop card, using the same details for payment as those provided in the application. We will not process your application until full payment of the fee has been made.
• Under 16 Pop cards may take up to 28 days to be issued and will be posted to the child who will be using it at the address provided on the application form.

• If you lose your Under 16 Pop card, it is damaged, or you need to change your name or photograph, you will need to submit a new application form at buyandapply.nexus.org.uk/smart/register/pop16.
• A replacement Under 16 Pop card costs £5.
• Payments of the £5 fee can be made by following the link to our online store after submitting your application. Once transferred to our online store, you must complete the purchase of an Under 16 Pop card, using the same details for payment as those provided in the application. We will not process your application until full payment of the fee has been made.
• A replacement Under 16 Pop card may take up to 28 days to be issued.
• While waiting for a replacement pass to be issued, you must pay for any journeys you make using alternative means. Nexus will not be liable to reimburse you for any costs you incur in doing so.

Faulty card

• An Under 16 Pop card is faulty if it cannot be read by a smartcard reader but has no sign of physical damage.
• If you think your Under 16 Pop card may be faulty, contact Nexus Customer Relations (see 2.1). If your card is found to be faulty, we will issue a replacement Under 16 Pop card.

• The Pop app can be used on NFC enabled smart phones and devices (‘smart phones’) using Android operating systems running on Android 5.0 (Lollipop) or higher.
• The Pop app is free for you to download, but you may incur data charges, imposed by your own network provider, when downloading it. You are responsible for any such costs. Nexus will not accept responsibility for any connectivity issues you may experience at any time, and you must ensure that you have a stable and regular WiFi or cellular data connection when downloading the Pop app.
• The Pop app will be available to use on your smart phone once you have downloaded it, at which point you will be able to use the Pop app to purchase Mobile Tickets.
• A user guide is available on the app.

• Mobile Tickets must be purchased and be active in the Pop app in advance of travel. Purchasing a Mobile Ticket requires either a WiFi or cellular data connection in order to complete payment and download of the Mobile Ticket to your smartphone. A stable and regular data connection is required in order that the Pop app content, and ticket security, is kept up to date.
• When purchasing a Mobile Ticket through the Pop app, internet access is required through which you may incur data charges, imposed by own network provider. You are responsible for any such costs.
• When purchasing a Mobile Ticket, it is your responsibility to ensure that your Mobile Ticket details are correct at the time of purchase.
• Payment is via Google Pay (and such other mobile payment and digital wallet services as we may specify from time to time), who accept VISA and Mastercard debit and credit cards as methods of payment for Mobile Tickets, via the Pop app.
• Transactions are handled by our payment service provider Stripe, whose Privacy Policy can be viewed here. By purchasing a Mobile Ticket, you are deemed to have read and accepted Stripe’s Privacy Policy.

• Only the visual ticket displayed in the Pop app will be accepted as a valid ticket for travel; screenshots and other copies will not be not accepted.
• You must ensure that your device is in appropriate working order to fully display the entirety of the Mobile Ticket for inspection by a member of staff, ticket inspector or other authorised officer at any time during your journey. If you are unable to do so, you may be refused carriage or be liable for a Penalty Fare Notice and/or prosecution for travelling with a valid ticket.
• The safekeeping of your Mobile Ticket is your responsibility. Mobile Tickets that have been purchased or activated accidentally, or which have been downloaded to smart phones that have subsequently been lost or stolen, are non-refundable. If you are not able to present your Mobile Ticket due your smartphone having been lost, stolen or damaged, we are unable to provide a duplicate or replacement Mobile Ticket, and you will need to purchase an alternative ticket before travelling.
• The Pop app can only be used by one customer, per smart phone at any one time. Individual customers must be able to present their ticket on their own smart phone.
• Mobile Tickets are locked to the smart phone to which they are downloaded and cannot be copied, sent or moved to another device. Nexus reserves the right to terminate without refund any Pop app user account which we suspect is being misused.

• You must validate your Mobile Ticket by touching in at the start and touching out at the end of every journey using gates and validators at Metro stations. Present the back of your smartphone (not the screen side) onto the orange reader on the gate or the area under the screen on the validator. A successful touch will generate a tick on the screen of your phone and the gates/validators will display the message “Welcome to Metro” and gates will open. If you do not touch in, you will be travelling without a validated Mobile Ticket as required by the Metro Conditions of Carriage and will be liable for a Penalty Fare Notice and/or prosecution.
• If one or more of the gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available ticket gates or validators to validate your Mobile Ticket.
• If all gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in the Metro Control Room.
• You must present a Mobile Ticket on your smartphone when requested by a member of staff, ticket inspector or other authorised officer. If you are unable to do so, you will be liable for a Penalty Fare Notice and/or prosecution.

• Only a ticket covering All Zones is valid for use on Shields Ferry.
• You must present your Mobile Ticket on your device to Ferry staff when boarding. If you are unable to do so, you will not be permitted to travel using that ticket.

• Only a Mobile Ticket covering zones A, A+B or All Zones is valid for use on these bus services.
• You must present your Mobile Ticket on your device to the bus driver when boarding. If you are unable to do so, you will not be permitted to travel using that ticket.

• Only a ticket covering All zones is valid for use on Northern rail services between Newcastle and Sunderland.
• A Mobile Ticket constitutes a valid ticket as required by the National Rail Conditions of Carriage for travel on Northern rail services.
• You must present your Mobile Ticket on your device to a member of staff at Newcastle station ticket gates. If you are unable to do so, you will not be permitted to travel using that ticket.
• You must also present your Mobile Ticket on your device to a member of Northern staff, ticket inspector or other authorised officer onboard the train when requested. If you are unable to do so, you may be liable for a Penalty Fare by Northern.

• You must have an Android NFC enabled smartphone to use Pop PAYG on Android, as well as a Google Pay account.
• You will initially need to purchase a Pop PAYG card in your Google Pay wallet. Once added to your wallet, you can ‘Add money’ to your card.

• You can top up your PAYG balance in £5.00, £10.00 or £20.00 values.

• You must have a positive balance (£0.00 or more) to start any journey.
• You can travel if the cost of your journey takes you from a positive balance into a negative balance, but you cannot start a journey if you have a negative balance.

• You must validate your card/device by touching in at the start and touching out at the end of every journey you make, using ticket gates and validators at Metro stations.
• If you only touch in or out, you will have made an incomplete journey and will be charged a maximum fare (see glossary).
• If you fail to touch in at the start of your journey you will be deemed to be travelling without a valid ticket and may be liable for a Penalty Fare Notice and/or prosecution.
• If one or more of the ticket gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available ticket gates or validators to validate your card/device. If you are unable to touch in and out, or forget to do so, you can apply for a Close Your Journey refund by selecting Request a Refund within your PAYG ticket stored in the Google Pay wallet. Further information can be found at buyandapply.nexus.org.uk (see Refunds – Close Your Journey refunds below).
• If all ticket gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in Metro Control.
• Each time you make a complete journey on Metro, you will be charged the relevant Pop PAYG single fare for the number of zones you have travelled in.
• Once you reach the daily cap for the number of zones you have travelled in that day, you will not be charged for any further journeys you make that day in the same number of zones.
• If you subsequently make journeys in additional zones, you will be charged up to the daily cap for those zones.

• Refunds are available on any unused balance you have. You can do so by selecting ‘Request a refund’ in your Google Pay wallet.
• A refund is only available for the full balance you have remaining; it is not possible to refund part of the balance.
• No refund will be due on a zero or negative balance.

Close Your Journey refunds (Metro)

• You can apply for a Close Your Journey refund if you:
• A) Forgot to touch in or out
• B) Were unable to touch in or out because the validators or card readers on gates were out of order or inaccessible
• C) Touched in but left the Metro station without travelling due to Metro service delays/cancellations or because your travel plans changed.
• You can apply for a Close Your Journey refund through your PAYG ticket within Google Pay account (Request a Refund).
• You will need to provide the date, time, boarding station and alighting station of the journey as part of your application.
• You can apply for a refund once every calendar month under scenarios A and B described above.
• Under scenario C, the number of refund requests are not limited to a certain number within a time period but will be verified against the faults logged in the system.
• Applying for a Close Your Journey refund does not amend your journey history record, but will entitle you to be refunded the difference between the fare you did pay and the fare you would have paid had you not missed a touch in or out.
• If a Close Your Journey refund request is approved, the refunded amount will be loaded onto your Pop PAYG card on Android automatically.

• 1 term
• Annual

• Metro
• Shields Ferry
• Local bus services
• Northern rail services between Sunderland and Blaydon via Newcastle

• Available for unused terms of annual passes. To obtain a refund, an annual pass should be posted to Nexus Customer Relations (see 2.1). The pass must be received by us prior to the beginning of a term.
• Term passes are not refundable

• 1 day – valid on a specific date
• Term – Spring, Summer, Autumn
• Annual – valid for 365 days from date of purchase

• Metro
• Shields Ferry (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)

• Download an application form at buyandapply.nexus.org.uk and return it to Nexus as per the details on the form.
• Passes can only be posted to a UK address.

Class and Youth Group Metro Pass is a discounted ticket for groups of up to 40 students (including sixth formers, under 16s and community youth groups aged 18 and under) and up to 10 accompanying adults.

Cannot be used only by adults who are not accompanying students.

• Metro
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A
• Sunderland Connect bus services

• Metro
• Shields Ferry (includes bus services 19 and 317 between North Shields Ferry Duke Street and North Shields Transport Hub)
• Northern rail services between Newcastle and Sunderland
• Bus services 53 and 54 between Central Station and Gateshead Interchange with a ticket that includes zone A
• Bus service Q3 between Haymarket and St Peter’s Basin with a ticket that includes zone A

Conditions of Carriage for Metro can be viewed online.

Excludes services provided for special events (e.g. Sunderland Air Show park and ride, X50 Newcastle United match day park and ride, Sunderland AFC match day park and ride), National Express or Megabus coach services, any service where seats are booked in advance, sightseeing tours and DFDS bus transfers. For more information see www.travelnortheast.uk/ways-to-travel/bus/

Any smartcard being used for travel on Metro must be validated (see Validated smartcard).

You must have a validated smartcard (or alternatively a valid ticket) to be in compliance with the Metro Conditions of Carriage.