Terms of Use

1.

The below terms and conditions apply to the issue and use of the Endeavour card. Please read these terms and conditions to ensure you understand them fully. Suffolk County Council reserves the right to amend these terms and conditions from time to time and to post any amendments on www.suffolkonboard.com/endeavour-card.

2.

Suffolk County Council are the registered supplier of the Endeavour card. Its principal place of business is

Endeavour House, 8 Russell Road, Ipswich,Suffolk,IP1 2BX.

Telephone: 0345 600 0659

Email: endeavourcard@suffolk.gov.uk

3. What is the Endeavour card?

a. The Endeavour card is a transport smartcard that will entitle a minimum 25% discount off transport for young people aged 16-19, up to their 20th birthday.

b. The Endeavour Card is a transport smartcard that enables loading of electronic travel products on to it, including pay as you go journeys and journeys on Park & Ride services. The Endeavour card is issued by Suffolk County Council for use on participating operators' services (participating operators may not include all services).

c. The Endeavour card can be used to pay as you go for your travel. Credit can be added to your Endeavour card to enable payment for travel on participating operators' services.

d. By applying for an Endeavour card you agree to be bound by these terms and conditions and agree to be bound by and adhere to the CONDITIONS OF TRAVEL applicable to the operator whose service you are travelling on. Please contact your operator directly.

4. Who can apply for the Endeavour card?

a. Initially applicants for the Endeavour card must be between 16 and 19 years of age, except where Park & Ride journeys are used, where the age is not restricted. The 25% discount for 16-19 year old passes will automatically expire on the holder's 20th birthday, however the card can still be used thereafter to pay full adult fares on participating operators’ services.

5. How to apply

a. The Endeavour card application process can be found at www.suffolkonboard.com/endeavour-card and Suffolk County Council reserves the right to alter the application process without notice. By completing the online application you request Suffolk County Council to process your application and we agree to forward your Endeavour card to you upon approval of your application, which will be at Suffolk County Council’s sole discretion, within 10 working days (this may be longer during busy periods or bank holidays). A minimum top up of £10 is required on each occasion.

b. Suffolk County Council will post your Endeavour card to your home address and it will be valid to make electronic payments for travel from the date of issue on participating operators’ services which are smart enabled.

c. The Endeavour card will remain the property of Suffolk County Council at all times and may be withdrawn or cancelled or blocked if you fail to comply with these terms and conditions or if we believe the Endeavour card has been altered, tampered with or misused.

d. Suffolk County Council reserves the right to charge an administration fee of £10 for the re-issue of a Endeavour card if your card is lost or stolen. That fee may be waived, at the discretion of Suffolk County Council, if the card is stolen and a crime reference number is provided. Suffolk County Council will not charge an administration fee if your Endeavour card is faulty unless the fault/s are as a result of misuse or the card has been tampered with so as to make it electronically or visually unreadable.

e. If Suffolk County Council replaces, withdraws, blocks or cancels your card in line with these terms and conditions we will transfer any balance on your card to a new card, or, where Suffolk County Council refuses to provide a new card in line with these terms and conditions, we will refund to you an amount equivalent to the balance on your Endeavour card within 14 days. Suffolk County Council will provide a refund of the remaining balance subject to there being a minimum balance of £10 on your Endeavour card and subject to the payment of a £10 administration fee and security details requested being provided.

f. You must notify Suffolk County Council of any change of name or address or other contact details provided on the application form by either updating the details using your online customer account or in writing by post to the address set out at clause 2 above. Failure to notify Suffolk County Council could result in it being unable to replace or return your card if it is lost or stolen, or to refund any outstanding credit owed to you under these terms and conditions.

g. The Endeavour card scheme may be withdrawn at any time at Suffolk County Council’s sole discretion. The customer will be entitled to a full refund of any remaining value on the Endeavour card and no administration fee will apply where the scheme is withdrawn by Suffolk County Council.

6. Using your Endeavour card

a. To be eligible for the minimum 25% discount, your journey must start or end in the County of Suffolk. Certain services may not accept the card, please check www.suffolkonboard.com/endeavour-card for further details

b. You must have your card available for inspection when travelling at any time.

c. You may only travel with your Endeavour card if you present your card at the time of travel. If you are not able to present your card when travelling you will be required to pay for your journey separately even though you may have credit available on your card.

d. Park & Ride Smartcard: If you have loaded Park & Ride journeys on to your Endeavour card, just place your card on the card reader when you travel.

Endeavour card cashless payments

i. If using cashless payments you must ensure that there is sufficient credit on your card before you travel, however if you have used all your credit, you can use it in an emergency until overdrawn by a maximum of £6. When you next top up your Endeavour card pay as you go (minimum £10 top up applies) any overdrawn amount will be debited automatically from the amount credited to your card.

ii. To use the Endeavour card on any participating bus service you must place it on the card reader to allow it to be read.

iii. If your Endeavour card is overdrawn as provided at clause 6i above, you agree to top up within 28 days of going overdrawn (minimum top up of £10 applies). Suffolk County Council reserves the right to demand repayment of any overdrawn amount where not cleared within 28 days and you agree to make the repayment within 14 days of demand.

iv. If using Endeavour card cashless payment, by placing your card on the reader you authorise Suffolk County Council to debit your balance by an amount equivalent to the value of the journey you are taking.

v. You may not use your Endeavour card in partial payment with cash for any journey.

7. Adding credit to your Endeavour card

a. Cards can be topped up at www.suffolkonboard.com/endeavour-card The nominated debit/credit card must be registered at the billing address and sufficient funds must be available whenever credit is added. Bank card details should be changed or updated promptly via the customer's online account or by calling the Endeavour card information line.

Please be aware that online top ups may take up to 48 hours before they can be used on bus.

Suffolk County Council reserves the right to issue a refund for top up transactions made in error.

In order to complete refunds, the Endeavour card must be returned to the address below with a covering note:

Endeavour Card
PO Box 212
Waterlooville
PO7 6ZN

Please allow up to 14 days for the issue of refund. Your Endeavour card will be returned once the refund has been made. If you do not wish to be without your card during this time a replacement can be ordered (please note an administration fee of £10 may be applicable).

b. Suffolk County Council from time to time may add new products to the scheme (e.g. new ticket types). You will not require a new card for this, if you choose to purchase the products, these will automatically be added to your card by placing it on a reader of a participating operator or collection point.

8. What to do if your Endeavour card is lost, damaged or stolen

a. You agree to notify Suffolk County Council immediately via the contact details below if your Endeavour card is lost, damaged or stolen, quoting the security details provided when you registered your card. If you cannot remember your security details, additional information must be verified to enable us to confirm your identity.

Telephone: 0345 600 0659

Email: endeavourcard@suffolk.gov.uk

b. Once Suffolk County Council is able to confirm your identity, your original Endeavour card will be cancelled on our systems and a replacement card will be produced and forwarded to you by post within 10 working days.

c. If there is value on your Endeavour card, your replacement card will be issued with the balance of funds as taken 48 hours after notification has been received by Suffolk County Council, this allows all transactions and journey history to be processed by our system.

d. Subject to 8c above, any remaining credit will be transferred to your replacement Endeavour card. Suffolk County Council may charge an administration fee of £10 to replace your card as provided at clause 5.d. above.

e. All replacement cards are subject to a administration fee of £10. However if your card is stolen and you can provide a crime reference number the fee will not be applicable.

9. What to do if you no longer want your Endeavour card

a. You have the right to cancel your card at anytime. A minimum balance of £10 must be remaining on your card to qualify for a refund.

b. If you have not provided us with updated contact details as required at 5.f. above Suffolk County Council accepts no responsibility for any loss you may suffer as a result of us being unable to inform you of the intended cancellation of your Endeavour card.

In order to complete refunds, the Endeavour card must be returned to the address below with a covering note:

Endeavour Card
PO Box 212
Waterlooville
PO7 6ZN

Please allow up to 14 days for the issue of refund. Your Endeavour card will be returned once the refund has been made. If you do not wish to be without your card during this time a replacement can be ordered (please note an administration fee of £10 may be applicable).

10. Our liability to you

a. Nothing in these terms limits or excludes Suffolk County Council’s liability to you for (a) death or personal injury caused by our negligence or (b) fraud or fraudulent misrepresentation or any other liability which cannot be limited or excluded by applicable law.

Subject to clause 10.a:

b. our total liability to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, is limited to the amount of credit on your Endeavour pay as you go and/or the value of any remaining Park & Ride smartcard journeys at any given time to the extent permitted by English law.

c. Suffolk County Council shall not be responsible to you if your card fails to reach the registered holder by post, please notify Suffolk County Council if your card has not been received within 14 days at which time a replacement card will be issued on the same terms as stated above.

d. Suffolk County Council is not liable to you for any indirect or consequential losses or damage arising from any failing or fault of your Endeavour card or the smartcard system generally.

e. Suffolk County Council accepts no liability to you for any loss or damage suffered as a result of your failing to inform us of any change of details under 5.f. above, or any failure to inform us that your Endeavour card has been lost, damaged or stolen under as provided under clause 8.a. above.

f. Suffolk County Council shall not be liable to you for any loss suffered as a result of any ticket being purchased where a service fails to run for any reason.

g. Suffolk County Council will not be liable for the cost of journeys made on a lost or stolen card before the time of reporting the loss and up to 48 hours after this time

11. Data Protection and Your personal Information

a. Suffolk County Council is a data controller for the purposes of the Data Protection Act 1998 (the Act). Suffolk County Council will process your data in accordance with the Act and will use your data for the following purposes:

i. To provide you with the service you applied for and for ongoing administration of the service

ii. To allow us to improve products and services we offer to our customers

iii. For research and analysis including travel patterns

iv. To enable us to provide anonymous data to the Department for Transport if requested by them

v. To enable us to conduct surveys

vi. For the prevention and detection of crime including fare evasion

vii. To enable us to comply with our legal and regulatory obligations

viii. To ensure that we follow your instructions correctly and to improve customer service, we may monitor and/or record any communication between you and Suffolk County Council

b. We may use your information for marketing purposes as follows:

i. To let you know about related products and or services

ii. To send you offers on behalf of selected third parties which we believe to be appropriate.

c. We may contact you for the above purposes by post, email, telephone or text messaging to SMS enabled devices depending on the information you have provided to Suffolk County Council.

d. If you do not wish to receive such information you may choose not to do so by notifying Suffolk County Council via the contact details set out clause 2. above. You may change your mind about your contact preferences at any time.

e. We will only disclose your information to others in the following circumstances:

i. When we are legally obliged to do so

ii. When there is a duty to disclose in the public interest

iii. Where disclosure is necessary to protect Suffolk County Council 's interest (i.e. to detect crime or fare evasion)

iv. Where you give us permission to do so

f. We will retain your information for the period that you have a Endeavour card registered in your name in order to comply with these terms and conditions.

Fair Processing Notice – National Fraud Initiative

Suffolk County Council is required by law to protect the public funds it administers. The Council shares information provided to it with other bodies responsible for auditing or administering public funds. In order to assist with the prevention and detection of fraud.

The Audit Commission appoints the External Auditor to audit the accounts of this authority, and they are also responsible for carrying out data matching exercises.

Data matching involves comparing computer records held by one body against other computer records held by the same or another body. This is usually personal information. Computerised data matching allows potentially fraudulent claims and payments to be identified. Where a match is found it may indicate that there is an inconsistency, which requires further investigation. No assumption can be made as to whether there is fraud, error or other explanation until further detailed investigation is carried out.

The Audit Commission currently requires the Council to participate in a data matching exercise to assist in the prevention and detection of fraud. We are required to provide specific sets of data to the Audit Commission for matching, and details of these are set out in the Audit Commission’s handbooks, which can be found at www.audit-commission.gov.uk/nfi

The use of data by the Audit Commission in a data matching exercise is carried out with statutory authority under its powers in Part 2A of the Audit Commission Act 1998. It does not require the consent of the individuals concerned under the Data Protection Act 1998 to undertake the exercise

Data matching by the Audit Commission is subject to a Code of Practice. This may be found at www.audit-commission.gov.uk/nfi/codeofdmp

For further information on the Audit Commission’s legal powers and the reasons why it matches particular information, see the Level 3 Notice on the Audit Commission website: http://audit-commission.stage.ac/nfi/fptext.asp or contact the Head of NFI on 0844 798 2222 or email: nfiqueries@audit-commission.gov.uk

 

Last updated - 3rd November 2014