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Opal fare adjustments and refunds

You can apply for a fare adjustment if you have been charged the wrong fare or could not tap off because the reader was not working. You must request a fare adjustment within 90 days from when the fare was charged. Any Opal card balance adjustments you receive must be collected by tapping on at an Opal card reader, within 60 days of the adjustment being applied, otherwise you will need to contact Opal Customer Care to reapply.

If you want to find out if you can get a refund, review the Opal Refund and Balance Transfer Policy and Form (pdf 226KB).

 

    Minimum refund amount

    There are no part refunds. You can only apply for a refund in the amount of the full refundable balance of your Opal card. Amounts under $5 will not be refunded by cheque.

    No cash refunds

    No refunds will be made in cash. As part of the refund process you will need to provide details of an Australian bank account. If bank account details are not supplied, a cheque will be sent if the amount is over $5 to the Australian address specified in the Refund Form only. No refund cheques will be sent overseas.

    Refunds on behalf of others

    If you’re applying for a refund as the parent or guardian of an Opal card belonging to a child under the age of 16, or on behalf of a deceased estate, you can find full details in the Opal Refund and Balance Transfer Policy and Form (pdf 226KB)

    Cancelled or expired Opal cards

    If your Opal card is cancelled or expired, you must claim a refund or request a balance transfer within 90 days from when your Opal card expired. If you don’t make a claim you will forfeit the Opal card balance.

    Lost or stolen cards

    We do not provide refunds for lost or stolen Opal cards. If you Opal card is lost or stolen you should report it and then you may be able to obtain a balance transfer.

    Visitors to Sydney

    If you were using an Opal card during your visit to Sydney, when you are ready to leave you can either:

    • hold onto your Opal card for your next visit
    • give it to family or friends
    • get a refund on the balance. Refunds can only be made to an Australian bank account and an Australian address

    Opal cards are made to last for years. Before you request a refund consider keeping and reusing your Opal card later or on your next visit. Adult and Child/Youth cards can be transferred to another person.

    There are no refunds available on Opal single trip tickets unless your ticket is faulty.

    Refunds are not available for lost, stolen or damaged single trip tickets, or in any other circumstance.

    If your ticket is faulty, use the following forms Opal Single Trip Ticket Refund or Transfer Form (pdf 764KB).

    If there has been an error when topping up or buying a ticket through the Opal top up and single trip ticket machines, please submit your refund or transfer request via the Opal Transactional Error Reimbursement and Transfer Form (pdf 229KB).

    Any remote top ups such as online, over the phone or through the Opal Travel App must be collected within 60 days, by tapping on at an Opal reader. If you don't tap on at an Opal reader after 60 days, the pending amount will then be credited back to your nominated payment card.

    You can apply for a reimbursement within 80 days of taking a trip if you were:

    • charged an incorrect fare due to an issue with an Opal card reader.
    • unable to tap off due to an emergency evacuation or power or equipment outage.
    • charged a default fare due to a service disruption.

    Find out more on how to apply for reimbursement online

    If an incorrect fare has been charged, you can apply for reimbursement online in line with the Opal Refunds and Balance Transfer Policy (pdf 226KB).

    If you believe your contactless payment card has been used fraudulently or incorrectly then you should contact the issuing bank immediately.