Transport for London11-15 Zip Oyster photocard
Section 1 - Introduction
1. These Terms and Conditions apply to a parent/guardian making an application on behalf of their child for an 11-15 Zip Oyster photocard (herein sometimes referred to as 'photocard').
2. All photocards and tickets are the property of TfL and are issued in accordance with TfL's Conditions of Carriage.
3. TfL may terminate or revise this scheme, or amend the Terms and Conditions of the scheme, at any time.
4. TfL may refuse to issue a photocard.
5. The 11-15 Zip Oyster photocard scheme allows children to travel for free on London's buses and trams and travel at child rate on Tube, DLR, London Overground and most National Rail services in London.
Section 2 - Eligibility criteria
1. A child aged 11-15, or 16 if aged 15 on 31 August 2012 can hold an 11-15 Zip Oyster photocard. The concession will allow photocard holders to travel free on buses and trams, and also "pay as you go" at child rate on Tube, DLR, London Overground and most National Rail services in London.
2. A young person may only hold one active photocard at a time, across all TfL schemes.
3. The photocard will expire on the date shown on the front of the card. If the parent/guardian orders a replacement, the photocard will be stopped.
4. Use of a photocard after the date of expiry may lead to prosecution for fraud.
Section 3 - Application process - general information
1. Applications for photocards for London residents aged between 11-15, or 16 if aged 15 on 31 August 2012, can be made online or by paper application at a Post Office in London.
2. Applications from people not living in London (elsewhere in the UK or outside the UK) can only be made online. Applications for photocards must be made by the parent/guardian on their child's behalf.
3. The term 'applicant' refers to the potential photocard holder although the application is in fact made by a parent/guardian.
4. TfL defines the parent/guardian of someone aged under 18 as an adult that the photocard holder lives with for the majority of the time.
5. Where an application made by a parent/guardian is accepted by TfL, there is an agreement between TfL and that parent/guardian.
6. The parent/guardian must provide proof of the applicant's age, in the form of their passport, ID card from a European Economic Area country, Birth certificate or Biometric Residency Permit.
7. As part of our internal audit process, TfL may contact the parent/guardian and ask them to provide further proof of the applicant's age. If this happens, a photocard won't be issued (or an existing photocard may be stopped) until satisfactory further proof has been sent in.
8. The parent/guardian must pay a non-refundable £10 fee for the application. The fee is non refundable even if the application is rejected.
9. The application form and photograph cannot be returned.
10. The photograph that is submitted must be a full face passport type photo of the applicant - ink jet quality photos are not accepted. It must be a true likeness of the applicant and they should not be wearing anything that covers their head unless it is worn for medical or religious reasons. Their full face must be clearly visible.
11. TfL is not liable for any application, rejection letter, email or photocard lost, damaged or delayed in the post. This includes any delay before the application is sent from the Post Office to the photocard processing team.
12. You must pay a non-refundable £10 administration fee if you are replacing a lost, stolen or damaged photocard.
13. When an application is received for a new photocard to replace a lost, stolen, damaged or failed card, or to update a photo, the existing photocard will stop working on or shortly after the issue of the replacement photocard. While waiting for a new photocard the photocard holder will need to pay for their travel if their existing photocard has been stopped. (In general, however, in the absence of unusual delays, a replacement photocard will be issued before the old photocard stops working).
14. No refunds will be made for tickets bought before an applicant receives their photocard except where it has been proved that there was a fault or failure on the part of TfL.
15. A parent/guardian or applicant who contacts us about an application must have the 11 digit application number or TfL will be unable to respond.
16. TfL can only discuss an application with the parent/guardian whose name is on the original photocard application or, if appropriate, the photocard holder.
17. If TfL has withdrawn a photocard that was previously issued, a replacement photocard may not be issued unless the applicant has fulfilled all of the conditions necessary to have their photocard reinstated. This applies to any photocard withdrawn including photocards issued to them when they were under 16 years of age.
Section 4 - Online application process for London residents
1. All conditions outlined in section 3 apply to online applications.
2. To apply online, the parent/guardian must create a web account if they don't already have one. To create a web account they will need an active email address and they will need to provide their name, address and date of birth.
3. The address that is used in the web account is the address that the photocard will be sent to.
4. TfL is not liable for any emails about an application that are not received by you or TfL.
5. If you are not able to complete the whole application online, you will be prompted to download a verification letter. You will need to take this to a Post Office branch in London along with the required proof or to pay the application fee.
6. To verify your child's age, you will need to go to a Post Office bringing one of the following forms of identification along with your verification letter:
a valid passport
an ID card from a European Economic Area country
a birth certificate
a current full UK driving or provisional licence
a Biometric Residency Permit
If the date of birth that you provided in your application does not match the identity you bring to the Post Office, your application will be rejected.
7. If you have been unable to pay the application fee online, you will be able to pay by credit/debit card or cash at a Post Office branch in London.
8. The verification letter is valid for two weeks from the date of application. If you do not go to the Post Office during that time, the verification letter will expire and you will need to download another one.
9. As part of the application process, you will need to upload a photo that will be used for your child's Oyster photocard.
10. Your application will be rejected if your photo does not meet our requirements.
Section 5 - Paper applications by London residents at the Post Office in London
1. All conditions outlined in section 3 apply to paper applications made at a Post Office.
2. To apply, you must get an U16 Zip Oyster photocard application form from a Post office in London.
3. Paper application forms can only be submitted at a Post Office in London.
4. A parent/guardian must provide proof of the applicant's age when they apply.
5. If the parent/guardian provides an email address on the application form, we will create a web account for you.
6. The application form and photograph cannot be returned.
Applications for non London residents
1. All conditions outlined in section 3 above apply to online applications.
2. To apply online, the parent/guardian must create a web account if they don't already have one. To create a web account they will need an active email address and they will need to provide their name, address and date of birth.
3. TfL is not liable for any emails about an application that are not received by you or TfL.
4. If TfL is able to verify the young person's age online, and you live in the UK we will post the 11 - 15 Zip Oyster photocard to the address given in the application.
5. If TfL is unable to verify the young person's age online, or you live overseas, the photocard will have to be collected from a Travel Information Centre (TIC). The parent/guardian will be able to select a TIC during the application process.
6. The photocard will only be available at the TIC you have nominated online. It will be available from the collection date you have specified in your application, for a maximum period of 14 days. After that time it will no longer be available for collection.
7. If you have fully completed an online photocard application and have nominated a TIC from which to collect the photocard, TfL won't be able to change the collection place or date. You must make another application and pay the £10 application fee. The fee for a complete application is non-refundable.
8. You will need to bring your confirmation email with you when you go to the TIC to collect your child's Oyster photocard.
9. TICs cannot issue a photocard to applicants who do not provide the required proof of age. This should be either the applicant's passport, ID card from a European Economic Area country, birth certificate or driving licence (full or provisional).
Section 6 - Obligations of the parent/guardian
1. The parent/guardian applying on behalf of their child is expected to ensure that the photocard holder adheres to the Behaviour Code.
2. The parent/guardian must notify us of any change to the photocard holder's details, including change of address.
3. The parent/guardian must complete all parts of the application and confirm that they accept the terms and conditions. This includes signing and dating the form for paper applications and clicking acceptance of terms and conditions for online applications.
4. The parent/guardian must notify TfL as soon as possible if the photocard holder loses their photocard, even if they are not going to order a replacement.
Section 7 - Obligations of the Oyster photocard holder (applicant)
1. All applicants must sign up to the Behaviour Code as part of the application process. The photocard holder must adhere to the Behaviour Code, and must follow its guidance at all times when travelling on public transport.
2. The photocard holder must notify TfL as soon as possible if they lose their Oyster photocard, even if they are not going to order a replacement.
3. The photocard holder must always touch in when using buses and trams, and touch in and out when using Tube, Docklands Light Railway, London Overground and National Rail services.
Section 8 - Use of the 11-15 Zip Oyster photocard and what we'll do if something goes wrong
1. The photocard holder must always touch in when using buses and trams, and touch in and out when using Tube, Docklands Light Railway, London Overground and National Rail services.
2. If the photocard fails, the failure should be reported to TfL as soon as possible. We will refund the full costs of all bus and tram travel if the photocard holder was eligible for free travel. For all other tickets we will refund the difference between the ticket that was purchased and what the photocard holder would have paid if their photocard had not failed. You will need to send TfL both the failed Oyster photocard and the tickets the photocard holder has bought to be eligible for the refund. This should arrive with us within one month of the photocard being reported as failed. If we do not receive the failed photocard and copies of tickets, within this timeframe, we will be unable to process a refund. You must send us the tickets for every journey you are claiming for. Refunds on an Oyster photocard can be given to the named parent/guardian only.
3. If you had a discount-rate season ticket and/or pay as you go credit on your child's lost/stolen/damaged or failed 11-15 Oyster photocard and have paid for or requested a replacement, TfL will aim to issue a like for like replacement. Where this is not possible you may receive a refund of the unused value of the discount-rate season ticket. Any refund against ticket products may be subject to an administration fee. If TfL has not been able to issue you with a like for like replacement, when you receive your child's replacement 11-15 Oyster photocard you may need to add some credit to pay as you go and/or buy another discount-rate season ticket before they can use it.
4. To be eligible for free bus and tram travel (where applicable), on boarding a bus or before boarding a tram, the photocard holder must touch their photocard on the yellow card reader and wait for a green light. If using the tram at Wimbledon they must touch in at the gates and again at the yellow card reader on the tram platform.
5. If the photocard holder has insufficient pay as you go credit on their photocard or they do not touch in or out properly when using pay as you go, their photocard may stop working. If this happens, they must top it up before they can travel.
Section 9 - Enforcement
1. The travel concession is not a statutory right. Any breach of the Terms and Conditions, including the Behaviour Code, may, at the discretion of TfL, result in the withdrawal of a photocard, and the photocard holder may not be able to get another one.
2. The photocard is not transferable. It is only for the photocard holder's use and allowing others to use it is a breach of the Behaviour Code.
3. The travel concession on the photocard is only valid while the photocard holder meets the eligibility criteria of the scheme.
4. Use of the photocard to obtain free bus and tram travel when the photocard holder is no longer eligible may lead to prosecution for fraud.
5. If the photocard holder can no longer be identified by the photograph on their photocard, a replacement photocard must be ordered online and a new photograph uploaded. A £10 administration fee will be charged for this.
6. TfL will not tolerate its staff or agents being threatened or abused, physically, verbally or in writing. Any such conduct by the applicant and/or their parent/guardian may result in any application being rejected or the 11 - 15 Zip Oyster photocard being cancelled or withdrawn. TfL may reject or refuse to consider applications for concessionary travel from anyone who engages in such conduct for a period or indefinitely.
Privacy notice
Transport for London (TfL), its subsidiaries and service providers, will use your personal information and that of the child named in this application for the purposes of customer services and administration, the provision of travel related information, customer research and fraud prevention. The use of this Oyster photocard, in connection with National Rail products or services, will authorise TfL to share the concession holder's personal information with relevant Train Operating Companies (TOCs) so that they can use it for the purpose of fraud prevention. Any personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 1998.
Relevant police services, and Local Authority Anti Social Behaviour units, may provide TfL with details of any breaches of the Behaviour Code and/or criminal convictions, warnings, reprimands, or other sanctions issued in relation to offences that have been committed by the concession holder on, or in relation to, London's public transport network. Such information may be used as the basis for the withdrawal of the concession and TfL may inform the police of any decision to withdraw the concession. Further information on TfL privacy is avilable to view online.
In certain circumstances, TfL and relevant TOCs may also share the personal information provided in this application form with the police and other law enforcement agencies for the purposes of the prevention or detection of crime. TfL may contact you shortly before the expiry of this travel concession, to inform you of the ticketing options available from that date.
