ALERT! More info

Refund Policy

 

Stored Value and Passes

Stored Value is refundable only if your Compass Card is registered. Requests for Stored Value refunds must be made within two years of the last tap in or tap out.

Monthly Passes and DayPasses are refundable to registered cardholders, as long as the pass hasn’t been used for travel. Requests for refunds of Monthly Passes and DayPasses must be made within 60 days of the pass purchase date.

 

Compass Card Deposit

The $6 deposit, minus any insufficient fare (e.g., negative balance), is refundable when you return your Compass Card to TransLink either in person or by mail along with a completed refund form.

There are no deposit refunds for "Initial Release" or "No Deposit" Compass Cards and most program cards.

 

How to Request a Refund

Requests for refunds can be made the following ways:

  • Visit us in person at the Compass Customer Service Centre at Stadium–Chinatown SkyTrain Station or the West Coast Express Office at Waterfront Station.
  • Complete and mail us a refund request form (if requesting a card deposit refund, remember to include the card).
  • Registered cardholders can also request product refunds by calling Compass Customer Service at 604.398.2042.

 

Refund Policies

When requesting a refund, please note the following:

  • Most refunds are issued by cheque, which is mailed to the registered account holder. No refunds will be issued via electronic funds transfer.
  • TransLink reserves the right to restrict the number of refunds for Stored Value, Monthly Passes, and DayPasses to any individual in any calendar year.
  • Refunds will only be issued in Canadian funds.

 

Visitors from outside of Canada

If you’re visiting from outside the country and would like a refund for any unused transit fare product or Compass Card deposit, we encourage you to visit us in person at a location listed above to obtain a refund.

You may also return your Compass Card to us by mail, along with a completed refund request form, but please note the refund polices outlined above.

 

Converting FareSavers to Stored Value

If you have leftover FareSavers, you can keep using them on the bus or convert them to Stored Value on a Compass Card. To convert FareSavers to Stored Value on a Compass Card, visit the Compass Customer Service Centre at Stadium–Chinatown SkyTrain Station.

Please note that FareSavers distributed at no cost as part of a program can only be converted to Compass Tickets.

 

Compass Vending Machine Errors

If a Compass Vending Machine (CVM) issues a receipt indicating that an amount to be refunded was not returned, a product was not dispensed, or another error occurred, a refund will be issued upon presentation of the receipt.

If no receipt is issued by the CVM, the request for a refund must include:

  • The station name where the malfunction occurred.
  • The five-digit CVM number (located on the front of the CVM)
  • The amount, date, and approximate time of the attempted transaction.

TransLink will verify the error and once the error is verified, will issue a refund, in-kind fare product, or adjust the Stored Value balance on a Compass Card.

Requests related to a CVM errors must be made within 60 days of the error.

Requests for refunds must be made by submitting the above-noted information to Compass Customer Service or submitted in person at Compass Customer Service Centre at Stadium–Chinatown SkyTrain Station or the West Coast Express Office at Waterfront Station.

pm_register_compass