Exchange and refund conditions

Exchange conditions

You may exchange an unvalidated pass on an OPUS card by paying the difference between the two fares. To do this, you must:

  • For a non-registered card, you must provide the receipt of purchase.
  • For a registered card, you must provide an identification card (ID) and the receipt of purchase.
  • The request must be submitted within 12 months of the purchase of an unvalidated  pass on an OPUS card being for 1-trip, 2-trips, 10-trips, unlimited-evening, 1-day, 3-day and unlimited weekend.
  • For an exchange or a transfer of a non-validated weekly passes on OPUS cards, the request must be “submitted” within 12 months of the purchase (equal value).

For a refund, please visit one of our service points.

You may exchange a monthly pass to a TRAM3 pass by paying the difference between the two fares. 

  • The request must be submitted before the end of the 6th day of the valid month.
  • For a non-registered card, you must provide the receipt of purchase.
  • For a registered card, you must provide an identification card (ID) and the receipt of purchase.

For a refund, please visit one of our service points.

* No exchange on a monthly pass for one of lesser value.

You can exchange an Occasional card or a non-validated expired magnetic card for an identical pass with a later expiry date. You must pay the difference between the two fares when applicable. 

  • You must return the expired card.

For a refund, please visit one of our service points.

Refund conditions

  • For a non-registered card, you must provide the receipt of purchase.
  • For a registered card, you must provide an identification card (ID) and the receipt of purchase.
  • You must submit your request before to the first valid day of your pass.
  • For a 4-month pass, you must submit your request before the first valid day of one of the 4 months.
  • OPUS card fees are non-refundable.

For a refund, please visit one of our service points.

  • For a non-registered card, you must provide the receipt of purchase.
  • For a registered card, you must provide an identification card (ID) and the receipt of purchase .
  • The request must be submitted before the end of the 6th of the refundable month. 
  • You must have at least one of the two sales receipts with you.
  • OPUS card fees are non-refundable.
  • The autorized employee will valided there are no overlapping of the two cards.
    • The reading of the OPUS cards must demonstrate no duplication of the usage in the same period.

For a refund, please visit one of our service points.

  • Communicate with our customer service
  • You will need to provide a copy of your receipt of sale along with the OPUS card number on which the monthly pass is allocated and a copy of the following documents:
    • Loss of employment: a copy of your employer issued Record of Employment (ROE) from Service Canada, confirming the loss of employment for the month in question.
    • Employment interruption due to sickness: a copy of a medical certificate confirming unemployment for the month in question.
    • Refund amount will be authorized by an STM manager.
    • OPUS card fees are non-refundable.

Upon fufilling these conditions and customer service approbation, you will need to present yourself to one of our service point for the refund.

In the case of death, the executor of the estate can submit a claim for all types of STM fares, by fufiling thoses conditions:

  • The OPUS card must not have been used since the date of death.
  • Communicate with our customer service
  • You will need to send a copy of your receipt of sale along with the OPUS card number on which the monthly pass is allocated, a copy of the death certificate and a copy of the document that appoints you as the executor of the estate.
  • OPUS card fees are non-refundable.
  • The amount of the refund amount will be authorized by an STM manager.

Upon fufilling these conditions and customer service approbation, you will need to present yourself to one of our service point for the refund.

If the fare vending machines or rechargeable terminals  was defective you must present yourself to one of our customer services point.

  • All request must be submitted within 30 days following the incident.

Cash transaction with faulty coupon: if the refund is applicable, present yourself at one of our booth counter in any stations.

Credit card/debit transaction with faulty coupon: if the refund is applicable present yourself at one of our customer services point.

All expired ticket purchased before Decembre 31st 2009 are non-refundable.

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