Cardholder Agreement

Tap Cards

YOUR FIRST USE OF THE TAP SMART CARD SIGNIFIES YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS OF THIS TAP CARDHOLDER LICENSE AGREEMENT.

1. DEFINITIONS

1.1 The Card – The Card is defined as the Transit Access Pass (TAP) Smart Card which is issued to Cardholders, as defined below, to pay transit fares on participating transit systems. The Card may be in various forms of media as determined by the Los Angeles County Metropolitan Transportation Authority (“Metro”), including, without limitation, paper, plastic, and/or a virtual card stored in an electronic device, such as a mobile phone. The Card is the property of Metro, as the issuer of the card. Each Card is uniquely identified by a serial number. Cards may be personalized with a photo of the Cardholder (see Section 2.2).

1.2 Cardholder – The person who is the bearer of the Card is defined as the “Cardholder”. All Cards are non-transferable, can only be used by the person associated with the specific card, and must be retained by the Cardholder for the duration of the trip.

1.3 Service Providers – Service Providers are defined as Metro and the other transit agencies participating in the TAP program, a regional transit fare payment system for L.A. County transit riders (“TAP Regional Program”). The current list of operators participating in the TAP Regional Program and who accept the Card is available at taptogo.net.

1.4 TAP Regional Services – The responsibilities of TAP Regional Services include, but are not limited to: providing information, handling requests to add Transit Stored Value to Cards, registering Cards to a particular individual, implementing Autoload (see Section 7.1 below), and managing reports of lost or stolen Cards. TAP Regional Services shall be provided by Metro and its agents. All communications between the Cardholder and the transit agencies participating in the TAP program are handled by TAP Regional Services at 866.TAPTOGO (866-827-8646).

2. CARD ISSUANCE There are two types of Cards that can be issued to a customer:

2.1 Non-personalized card – Non-personalized cards are those which do not identify the cardholder by name and/or photo on the front face of the card. Non-personalized cards are sold by Service Provider sales locations and third party vendor locations. Non-personalized cards are eligible for Balance Protection but require the Cardholder to enroll in the Balance Protection program (see Section 7.2). Non-personalized cards are subject to the card acquisition fee (see Section 10.1).

2.2 Personalized card – Personalized cards are cards that identify the Cardholder assigned to the Card by name and/or photo on the front face of the card. Personalized cards are not transferable. Personalized cards are automatically enrolled in the Balance Protection program (see Section 7.2). Personalized cards are subject to the card acquisition fee (see Section 10.1) and any other fees that may apply to the particular program to which the Cardholder belongs. Personalized card programs include the following:

2.2.1 Reduced Fare TAP Cards – Cards issued to customers who have applied and been deemed eligible for fare discounts on participating Service Providers including Seniors age 60 and older, Seniors age 62 and older, Seniors age 65 and older, Students enrolled in Grades K-12, and Full-time College/Vocational Students. Proof of eligibility must be provided at the time that the application is submitted. Eligible participants can only have one reduced fare card at a time.

2.2.2 LACTOA Disabled TAP Cards – Cards issued to customers who have applied for and been deemed eligible for fare discounts based on disability status through the LACTOA Disabled Identification Card Program.

2.2.3 Service Provider Employee Badges – Cards issued to employees and/or agents of the Service Providers.

2.2.4 Special Programs offered by the Service Providers – Cards issued to participants of Service Provider-sponsored fare programs including employer-sponsored programs, institutional programs, and other fare programs not generally available to the public.

3. FARE TYPES

The Cardholder can add or reload three kinds of fare product to his/her Card:

3.1 Transit Pass – A Transit Pass is an electronic time-limited transit pass that is loaded directly onto the Card. A Transit Pass is only valid for use on specified participating transit system(s) within the specified time-limits.

3.2 Transit Stored Rides – Transit Stored Rides are an electronic equivalent of discount ticket books (or tokens) that can be loaded directly onto the Cardholder’s TAP card. Transit Stored Rides are only valid for use on specified participating transit system(s).

3.3 Transit Stored Value – Transit Stored Value is an electronic transit fare product that is used in a similar fashion to cash for transit, and is accepted only by participating Service Providers. Once Transit Stored Value is purchased by a Cardholder, the applicable fare will be deducted from the Cardholder’s Transit Stored Value balance when he/she uses his/her Card. All applicable discounts (e.g., senior/disabled, youth, transfer) are automatically applied for eligible patrons based on the type card used (i.e., Reduced Fare). When the Transit Stored Value is depleted, the Cardholder will be responsible for purchasing additional Transit Stored Value for continued use of the Card.


4. FARE PAYMENT TRANSACTIONS

4.1 Each tap of the Card is valid only for one boarding on any individual bus or train. Transfer to another bus or train requires another tap of the Card. Cardholder shall ensure the Card has a valid fare product each time the Card is tapped. Cardholder must tap the Card on bus or rail station validator/turnstile/farebox before every boarding.

4.2 Card must be shown on demand to operator or fare inspector and may require additional photo ID, as required per the terms of the Reduced Fare program for which the Card was issued

4.3 Reproduction of a Card and/or its contents, or possession of a fraudulent Card is illegal and subject to criminal prosecution
(PC 483).

4.4 The Card is non-transferable and must be retained by the Cardholder for the duration of the trip.

4.5 Card fare payment shall be prioritized such that the TAP system will first validate a Transit Pass if present and valid on the transit system on which the Card is tapped. If a valid Transit Pass is not present, the TAP system will then look to deduct a Transit Stored Ride if present and valid on the transit system on which the Card is tapped. Lastly, the TAP system will deduct Transit Stored Value from the Card as payment for services and/or goods provided or supplied, at such rates or fares, and upon such terms and conditions as stipulated by the applicable Service Provider.

4.6 Where a Card holds a valid period Transit Pass (e.g., monthly pass or 31-Day Pass) or Transit Stored Ride, no deduction from the Card’s Transit Stored Value will be made unless an up/surcharge is required (e.g., for additional zone travel not covered by the Transit Pass or Transit Stored Ride) or for the purchase of a transfer from one service provider to another service provider.

4.7 When a Card holds multiple unused fare products which are all valid for use on a service provider, the fare products shall be prioritized and fares will be deducted from the applicable product in the following order of priority – 1) time-based passes (e.g, passes that have set start and end dates such as a calendar monthly pass), 2) rolling passes that activate upon first use (e.g., a 30-day pass), 3) ride-based passes (e.g., a 10 ride pass) and 4) Transit Stored Value.

4.8 All fares, including promotional or discount fares of any kind available to a specific category of persons or at specific times or zone areas, are subject to change, review, and withdrawal by the applicable Service Provider(s) at any time, and subject to such terms and conditions as the  applicable Service Provider(s) may deem fit.

4.9 If, for any reason, the Card is not accepted for fare payment on a participating Service Provider, you may be asked by the Service Provider to pay your fare in U.S. currency.

4.10 All sales are final. No refunds will be provided for any passes or Stored Value remaining on the Card.

5. ADD FARE PRODUCT TRANSACTIONS

5.1 Payment shall be made by the Cardholder to a Service Provider or a duly authorized agent to add fare product(s) (e.g., Transit Stored Value, Transit Pass, or Transit Stored Rides) to a Card. Card Transit Stored Value may be accepted as payment for certain services and/or goods provided or supplied by any Service Provider. Transit Passes or Transit Stored Rides are only valid for use
on specified participating transit system(s).

5.2 The maximum amount of Transit Stored Value that can be stored on any Card can be found at taptogo.net.

5.3 The minimum amount of Transit Stored Value that can be loaded on a Card varies by reload location.

5.4 If the Transit Stored Value balance on a Card is negative, then the amount added to the Card shall be applied first to the negative balance with the remainder becoming the Card’s Transit Stored Value balance.

5.5 Transit Passes may only be loaded to a Card when the Transit Pass becomes available for sale, subject to such terms and conditions as the applicable Service Provider(s) may deem fit.

6. CARD LOSS AND DAMAGE

6.1 The Cardholder shall take all reasonable care of the Card to prevent it from damage, defacement, destruction, or loss
of any kind.

6.2 The Cardholder shall not alter or interfere with the graphic or card data of the Card and shall take all reasonable measures
and care to ensure that the graphic and card data are not interfered or tampered with.

6.3 A Cardholder who has damaged or lost a Balance Protected Card, as described in Section 7.2.1, may apply to the TAP
Regional Services for its cancellation and the issuance of a new Card subject to the deduction or payment of the applicable card replacement fee.

6.4 The Cardholder holds the Card at his/her own risk. If the Card malfunctions due to no fault of the Cardholder, he/she may return the Card to the TAP Regional Services, and the remaining Card value (e.g., Transit Stored Value, Transit Pass and/or Transit Stored Rides) will be transferred to a new Card.

7. OPTIONAL FEATURES

7.1 Threshold Autoload Program

7.1.1 By setting up Threshold Autoload, the Cardholder authorizes automatic purchase and reload of a fare product on his/her Card whenever one of the following occurs: (1) the Cardholder’s Transit Stored Value balance falls below $10; (2) the Cardholder’s transit pass is due to expire within ten (10) days; (3) the number of Transit Stored Rides remaining on the Cardholder’s Card falls below five.

7.1.2 The Cardholder can set up Threshold Autoload for any of the three fare types (Transit Stored Value, Transit Pass, or Transit Stored Rides); OR the Cardholder can set up Threshold Autoload for Transit Stored Value AND either a Transit Pass or Transit Stored Rides. Contact 866-taptogo for a list of fare products that can be loaded via threshold autoload.

7.1.3 The minimum amount of Transit Stored Value that can be loaded onto a Card via Autoload is $20.

7.1.4 The maximum amount of Transit Stored Value that can be loaded onto a Card via Threshold Autoload is as defined in Section 5.2.

7.1.5 By setting up Threshold Autoload, the Cardholder agrees to:

7.1.5.1 Ensure that all information provided to Metro through 866-TAPTOGO or on the TAP Threshold Autoload application is true, accurate, and complete.

7.1.5.2 Provide a valid debit or credit card account as a funding source for future Threshold Autoload transactions.

7.1.5.3 Authorizes TAP Regional Services to charge the Cardholder’s specified debit or credit card account to purchase the fare type specified when calling 866.TAPTOGO or designated on his/her Threshold Autoload application form.

7.1.5.4 Authorizes TAP Regional Services to contact all the relevant parties to verify the information contained on the Cardholder’s TAP Autoload application form.

7.1.5.5 Promptly notify TAP Regional Services of any changes to his/her name, address, telephone numbers, or debit or credit card account information. The Cardholder may change the funding source up to three times annually at no additional cost to the Cardholder, after which Metro reserves the right to impose an administrative fee for changes to the funding source. Notification may be done over the phone at 866.TAPTOGO or through the Threshold Autoload application soon to be available through taptogo.net.

7.1.6 If the Card will expire before the full validity period of the next pass to be added as a threshold autoload, the pass will not load to the Card. After obtaining a new Card, the customer must set up a new threshold autoload as defined in Section 7.1.5.

7.1.7 The Cardholder may terminate Threshold Autoload at any time by mailing or faxing a written request to TAP Regional Services, or by submitting a request via the TAP website at taptogo.net when available.

7.1.8 If the Autoload funding source is declined for any reason, TAP Regional Services will contact the Cardholder via mail, e-mail, and/or phone. The Cardholder will have 48 hours to provide a different funding source. One (1) business day is required to process the new funding source. The Card will not be blocked, but no additional value will be added via Threshold Autoload until a new funding source is established. If a new funding source is not provided within 48 hours of the first contact, TAP Regional Services will remove the Card from the Threshold Autoload program and remove the autoloaded product or deduct the autoloaded Transit Stored Value, and may block the Card from further use as applicable.

7.2 TAP Balance Protection

7.2.1 To protect a Card’s balance in the event that a Card is lost or stolen, Cardholders may enroll their Cards in the Balance Protection program. Enrollment in the Balance Protection program is currently provided free of charge, but the Service Providers reserve the right to assess a fee for Balance Protection at any time.

7.2.2 Once the Cardholder reports a Balance Protected Card lost or stolen and upon payment of the card replacement fee (see Section 10.2), the TAP Regional Services will restore to a replacement TAP card the Card’s Transit Stored Value balance and/or any unused or currently active transit pass(es) as of the date and time the Card was reported lost or stolen. The Cardholder may choose to receive their replaced Transit Stored Value and/or transit pass in one of two ways: 1) a new Card loaded with the Transit Stored Value balance and/or unused or currently active transit pass(es) can be mailed to the Cardholder; or, 2) the confirmed Transit Stored Value balance and/or unused or currently active transit pass(es) can be Autoloaded to a new Balance Protected Card already in the possession of the Cardholder. Both forms of replacement are subject to the following limitations:

7.2.2.1 Calendar period passes (i.e., those defined by a calendar period such as Sunday through Saturday weekly passes, or a monthly pass valid from the 1st to the last day of the month) will only be replaced for the same calendar period. TAP Regional Services is not responsible for days lost between the time the Card was reported lost/stolen and the receipt of the new Card or Autoload. Any future period passes (i.e., passes that have not yet become valid) held on the card will be replaced in their entirety.

7.2.2.2 The number of days remaining on Rolling period passes (i.e., those defined by a certain number of days, such as a 31-day pass) will be replaced on a temporary Card mailed to the Cardholder by the next business day. The temporary TAP card will expire on the day that the original rolling period pass would have expired. Any future period passes (i.e., passes that have not yet become valid) held on the card will be replaced in their entirety on a new TAP card.

7.2.2.3 Transit Stored Value and Transit Stored Rides will be replaced in their entirety as of the date and time the card was reported lost/stolen subject to a three day waiting period to verity all transactions made prior to the lost/stolen report

7.2.3 Cards may be registered by calling 866-TAPTOGO, mailing a Balance Protection application form to TAP Regional Services,
or by visiting taptogo.net when available. Personalized Cards as described in Section 2.2 and cards ordered through the website are automatically enrolled in Balance Protection.   

7.2.4 Once the Cardholder reports his/her Card as lost or stolen, use of the Card will be blocked at the end of the business day that the Card was reported lost or stolen.

7.2.5 By Balance Protecting his/her Card, the Cardholder agrees to:

7.2.5.1 Ensure that all information provided to TAP Regional Services through 866.TAPTOGO or on the Balance Protection application form is true, accurate, and complete.

7.2.5.2 Promptly notify TAP Regional Services in writing or via the TAP website of any changes to his/her name, address, and telephone number(s).

7.2.5.3 Promptly report a lost or stolen Card to TAP Regional Services.

7.2.5.4 Be responsible for the value of all transactions on the Cardholder’s Card from the time the Card loss or theft is reported until the end of that business day.

7.2.5.5 Take reasonable steps to keep the Card secure and ensure the Card is used only by the Cardholder and not allow the Card to be used by any third party.

7.2.6 Balance Protected Cardholders who elect to receive information about the TAP Regional Program may receive email and/or mailings from TAP Regional Services.

7.2.7 Cardholder’s are not entitled to a refund of Transit Stored Value balance, Transit Passes, or Transit Stored Rides should the Cardholder wish to terminate this Agreement.

8. CARD VALUE
The TAP Regional Program’s master records of TAP activity shall be conclusive evidence of the amount of remaining Transit Stored Value or any other transit fare products on any TAP Card.

9. CARD EXPIRATION AND INACTIVITY

9.1 Card Expiration.

9.1.1 Each Card contains a date by which it will expire. Once a Card expires, it is no longer valid and cannot be used as fare media. 9.1.2
The expiration date for each Card will vary, depending on the Card that is issued. To determine the expiration date of your Card, check at a Metro ticket vending machine or with a regional TAP third party vendor. The expiration date for Personalized Cards may also depend on the Cardholder’s period of verified eligibility.

9.1.2 The expiration date for each Card will vary, depending on the Card that is issued. To determine the expiration date of your Card, check at a Metro ticket vending machine or with a regional TAP third party vendor. The expiration date for Personalized Cards may also depend on the Cardholder’s period of verified eligibility.

9.1.3 If a Cardholder has an expired Balance Protected Card with remaining Transit Stored Value or a valid pass, the Cardholder can request that such remaining Transit Stored Value or valid pass be transferred to a new Card.  

9.2 Card Inactivity.

9.2.1 An inactive card is defined as any card with no use or sale transactions in 18 months.

9.2.2 Following 18 months of Card inactivity or Card expiration, an administrative fee of $1 per month of Transit Stored Value will be deducted from any remaining Card Transit Stored Value balance.

10. CARDHOLDER FEES

TAP Cardholders are subject to the following fees, which are subject to change from time to time:

10.1 Card Acquisition Fee – $2

10.2 Card Replacement – $5 (unless Card is determined to be defective)

10.3 Expired or Inactive Card with Transit Stored Value – $1 per month fee will be assessed against any unused Transit Stored Value remaining on expired or inactive Cards.

10.4 Additional fees that may apply for personalized card programs such as employer-sponsored programs, Service Provider employee badges, or LACTOA disabled cardholders, as described in the terms and conditions for those programs.

11. CONDITIONS FOR SERVICES AND FACILITIES
While using the services and/or facilities of a Service Provider, the Cardholder shall observe, perform, and comply with all applicable terms and conditions, by-laws, rules, regulations and codes of conduct of that Service Provider. LACMTA has adopted the Customer Code of Conduct which is available at metro.net and searching “Customer Code of Conduct.” Cardholder shall be subject to LACMTA’s Customer Code of Conduct when riding and using the Metro bus and rail system.

12. RESERVATION

12.1 Metro does not warrant that any particular service and/or facility will be provided by any Service Provider at any time or place.

12.2 No warranty is given that operation of the Card will be available with any Service Provider at any time or place, and the Service Providers shall not be liable for any loss or damage resulting there from, whether direct, indirect, special or consequential.

12.3 The authorized staff of the Service Providers shall have the right to inspect any Card and the card data therein at any time.

12.4 The Service Providers reserve the right to:

12.4.1 Recover any cost, expenses, loss, and damages incurred or suffered by the Service Providers as a result of the Cardholder altering or interfering with the card data.

12.4.2 Waive these conditions or any part thereof against any person.

13. CONFIDENTIALITY OF INFORMATION

13.1 The collection, use and security of information obtained from Cardholders is subject to the TAP Privacy Policy, available at taptogo.net. This policy may be amended from time to time, as deemed necessary by the Service Providers. Any changes to the Privacy Policy will be posted on the TAP website at taptogo.net, including the date of the amendment.

13.2 The Cardholder retains the right to review and edit all personal information pertaining to his/her account, whether stored electronically or on paper. Any inquiry or request to obtain information, in accordance with the above provisions, should be directed in writing to TAP Regional Services. The Service Providers may adopt procedures for the review of such information, including but not limited to charging a fee for processing requests for access to personal information.

14. TERMINATION

14.1 Metro may terminate this Agreement at any time and for any reason. If Metro requests, or if the Cardholder wishes, to terminate this Agreement, the Cardholder shall return the Card in proper working condition to TAP Regional Services.

14.2 Senior/Disabled, Student and College TAP Cardholders must maintain custody of their reduced fare card. Reduced fare Cards are not transferable. Use by anyone other than the assigned Cardholder may result in suspension or termination of the Card.

14.3 Upon termination and return of the Cardholder’s Card, the Cardholder is not entitled to a refund of any remaining Transit Stored Value, Transit Passes, or Transit Stored Rides. Following termination, the Cardholder will remain responsible for payment of amounts owed under this Agreement. If the Cardholder’s Transit Stored Value balance is insufficient to cover outstanding charges, the Cardholder will remain liable for all such amounts. If such unpaid charges are not properly remitted, the Cardholder may become liable for additional service charges, fines, or penalties, in accordance with applicable law.

15. CHANGES TO THIS AGREEMENT
Metro reserves the right to change the terms of this Agreement and any associated policies at any time by providing written notice on the TAP website at taptogo.net. The Cardholder will be deemed to have received such notice thirty (30) days after posting of that notice on the TAP website. The Cardholder accepts and agrees to such changes when he/she uses the Card 30 days after the posting date.

16. RELEASE AND INDEMNITY
The Cardholder hereby releases the Service Providers and their respective officers, employees, and agents from all loss, damage, or injury whatsoever, known or unknown, arising out of or in any manner connected with the use or performance of the Card issued to the Cardholder. Neither the Service Providers, nor their respective officers, employees, and agents will have any obligation or liability with respect to the Cardholder use or the performance of the Card. The Cardholder’s sole and exclusive recourse from the Service Providers will be replacement of any defective Card(s). The Cardholder agrees to indemnify, defend, protect, and hold harmless the Service Providers, and their respective officers, employees, and agents from any and all liability for any loss, damage, or injury to persons or property arising from or related to the Card.

17. FAILURE TO COMPLY

17.1 Failure to comply with any portion of this Agreement may result in the Service Providers or the TAP Regional Services or any other affiliated agents blocking the use of the Card.

17.2 When the Card is blocked in accordance with 17.1 above, the refund of any remaining value on the Card shall be at the sole and absolute discretion of the Service Providers and subject to such conditions as the Service Providers deem fit, including without limitation, surrender of the Card and deduction of any amount due or payable by the Cardholder to any Service Provider.

18. COMMUNICATIONS
All questions, notifications, and communications shall be addressed to:
TAP Regional Services
P.O. Box 866016
Los Angeles, CA 90086-6016
Tel:  866-TAPTOGO
taptogo.net
For the Deaf and Disabled Telecommunications Program: Dial 711