Terms of service
Draft, published while still under review. It may change before launch, and a solicitor has not yet settled it. Placeholders in [brackets] need your decision, and the consumer-rights sections need checking against the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Last updated: [date] · [Legal name], [address]
What we do
We read your Transport for London journey history, look for journeys that took materially longer than they should have, and submit Service Delay Refund claims to TfL on your behalf.
What we do not do
We do not decide your claims, and we do not pay refunds. TfL does both. We ask on your behalf. TfL may refuse, and often does: it does not refund delays caused by strikes, weather, security incidents, incidents involving other passengers, or planned engineering work.
We cannot guarantee we will find every delay. We estimate how long your journey should have taken from your own past journeys on that route. A journey where you stopped off on the way can look like a delay, and a genuine delay on an unfamiliar route may not.
We are not a law firm and this is not legal advice.
Your authority
You authorise us to submit claims to TfL as your agent. Every claim states facts about your journey taken from your TfL history, and our estimate of the delay.
You can authorise claims in either of two ways.
Claim by claim. We show you each delay we find, with the evidence, and file only what you approve.
Standing authority. You authorise us in advance to file without asking, but only within limits you can see and set: TfL's own status must have recorded disruption on your line at the time, the delay must clear the refund threshold by a clear margin, the cause must not be one TfL excludes, the route must not be one you have excluded, and we must be within the monthly limit you set. Anything outside those limits we still bring to you.
You can withdraw a standing authority at any time, and no claim is filed after you do. If we change the wording of that authority, we ask you to agree again.
Accuracy, and your responsibility
We submit what your TfL account shows. If you know a journey was not delayed, do not approve the claim, and exclude that route from any standing authority. Repeated claims TfL considers unfounded may affect how TfL treats your account, which is a consequence for you and not for us.
Payment
What is free. Reading your TfL journey history, checking it against the refund rules and showing you what you are owed costs nothing, and you can see the total before you decide anything. A charge arises only when you add a card to cover. Nothing about the free check obliges you to add one, and we do not file a claim on a card you have not covered.
What it costs. £19.99 a year for each Oyster or contactless card you ask us to cover, charged in advance at the moment you add that card. A card's membership year runs for twelve months from that payment, so cards added at different times renew at different times.
Renewal. Each card renews automatically for a further year, at the price published at that time. Before a card renews we email the address you sign in with, naming the card, the amount and the date. That email goes out [at least 14 days before renewal], so there is time to cancel first. If the price has changed, that email says so, and the new price applies only from the renewal date onwards.
Cancelling. You can cancel a card's membership at any time, in one click from your account. Cancelling stops the next renewal. It does not end the year you have already paid for: cover runs to the end of that paid year, we keep checking that card and filing the claims you approve until then, and we do not refund part of a year on cancellation. The two exceptions are the cooling-off right and the guarantee, both below.
The money-back guarantee. At the end of each card's membership year we add up every refund TfL actually paid on the claims we filed for that card during that year. If that total is less than £19.99, we refund the whole £19.99 for that card to the card you paid us with. Not the shortfall: all of it. You do not have to ask for it, and it does not matter whether you renewed. We pay it [within 14 days of the year ending].
Two honest limits on that promise. It is assessed once, when a card's membership year ends, and not month by month: until the year is over there is nothing to total up. And it counts what TfL has paid, because TfL decides every claim and pays every refund, and we cannot promise either. A claim still sitting with TfL when the year ends has not been paid, so if TfL pays it later it counts towards the year in which it was paid.
Cooling off. You may cancel within 14 days of adding a card and have that card's fee back in full. Because membership is per card, the 14 days run from the day you added that particular card, not from the day you opened your account. If you ask us to start checking that card's journeys during those 14 days, and we file a claim, you are asking us to begin the service early and we may keep a proportionate amount of that card's fee for what we have done by then — measured against the £19.99 for that card, not against anything you pay for any other card.
Stopping the service
We may suspend claims for everyone at short notice if TfL changes its website in a way that means we can no longer be confident a claim is correct. We would rather stop than file something wrong in your name.
We may close your account if you ask us to claim for journeys you know were not delayed.
Liability
We are liable to you for loss we cause by failing to take reasonable care. We are not liable for TfL's decisions, for refunds TfL refuses, or for losses we could not reasonably have foreseen. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or anything else the law does not allow us to limit.
Our total liability in any twelve months is limited to [the fees you paid us in that period].
General
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Nothing here affects your rights as a consumer.
Complaints to [email]. If we cannot resolve it, [alternative dispute resolution provider, if any].