How can you get a refund from the Supertram in Sheffield? Your rights explained

The supertram is one of the best things about living in Sheffield but there always going to be times when services are going to be adversely affected.

Where to start?

The best place to start about any refund is to get in touch with South Yorkshire Supertram Limited (SYSL) directly about your enquiry.

Make sure you have all the details about your journey, including the time and date you started and ended as well as the stations used and service name.

Try and include any further information you have, including how long you were delayed for and why you were delayed (if you're aware of that).

After that, email SYSL on [email protected] or use this feedback form.

Can you get a refund for delayed trams?

Sadly, it doesn't seem that Stagecoach Supertram offer refunds for these type of delays as they are 'beyond the control of SYSL'.

The Supertram is not bound by the delay repay scheme and the National Rail Conditions of Carriage that normal mainline train operators use.

As a result, refunds and compensation are at the sole discretion of SYSL.

A statement of the company's Conditions of Carriage read: "YSL will make every endeavour to maintain the services in accordance with the timetables published from time to time by SYSL.

"However, SYSL reserves the right, for operational or other unforeseen reasons, to alter, suspend, withdraw, substitute or deviate the services, and alter any operating times of the Supertram services.

"SYSL cannot undertake, therefore, nor by publication of these conditions or any timetable, handbill or notice, shall SYSL be deemed to undertake that the Supertram services shall operate, start or arrive at the times set out in the timetables."

The terms of this

The terms state: "SYSL will not, therefore, be liable or accountable for any loss, damage, hurt, inconvenience or injury arising from the failure of Supertram services to operate, start or arrive at the specified times, and neither will SYSL be liable or accountable in such cases arising from the delay in any journey of Supertram, or any deviation or breakdown arising from any cause.

When can I get a refund?

SYSL said that they will not offer customers refunds for lost, destroyed or defaced tickets or general travel authorities.

However, the company will consider refunds on unused tickets or reimbursement for money lost in a Supertram ticket machine.

The company said that this must be due to mechanical failure or vandalism.

Any refunds 'are at the sole discretion of SYSL, and each application shall be considered on its merits.'