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Metrolink Ticketing Terms and Conditions

Ticketing Terms and Conditions

These terms and conditions (“Terms”) set forth the whole agreement between you (“User” herein) and Metrolink (“we” herein) regarding the subjects addressed in these Terms. Metrolink recommends that you read these Terms carefully. Metrolink may modify these Terms from time to time by posting revised Terms to the Metrolink’s website and/or Mobile and Online Ticketing Application (the “App”). By using the ticketing website (“Website”) and/or the mobile application (“App”) that retails the mobile ticket (“mTicket”) you accept these terms, as well as the general terms and conditions relating to the Metrolink website and its use.

Intellectual Property Rights

Metrolink grants you the right to download, install and use the App on your mobile device for the purposes of (i) purchasing and displaying mTickets and (ii) accessing train and related information, all in accordance with these Terms. All intellectual property rights in the Website, the App, and the Services belong to us and the rights in the Website, the App and the Services are licensed to you. You have no intellectual property rights in, or to, the App or the Services other than the right to use them in accordance with these Terms.

Operating System Requirements

We have worked to ensure that the operating system works on compatible mobile devices; and the website ticketing works on compatible browsers; however, we do not guarantee that the mobile application or website ticketing will be suitable for all of your travel needs, or that it will work accurately at all times. Online mTickets purchased at: metrolinktrains.com must be transmitted to and displayed by a mobile device, using the App, or printed if option is available upon purchase. Compatible mobile devices include Apple iOS and Android and compatible browsers include Internet Explorer, Chrome and Firefox.

Data Charges and Access

The App requires a correctly configured and functional wireless internet data connection (either cellular or Wi-Fi), both for the initial installation, and for the purchase and/or display of tickets. The App is provided to you free of charge on an “as-is” basis. If you are using the App outside of an area with Wi-Fi, you should remember that your terms of agreement with your mobile network provider will still apply. As a result, you may be charged by your mobile service provider for the cost of data for the duration of the connection while accessing the App, or other third-party charges. In using the App, you are accepting responsibility for such charges, including roaming data charges if you use the App outside of your home territory (i.e. region or country) without turning off data roaming. The App requires a correctly configured and functional wireless internet data connection, both for the initial installation and for purchases. Purchased mTickets may be activated without an active data connection. We are not responsible for connection issues you may experience. For this reason, you are encouraged to utilize the App in advance of your need for the mTicket and in an area with adequate coverage. Please contact your network provider if you require assistance configuring a data connection for your mobile device. It is your responsibility to ensure that the mobile device is sufficiently charged to display the mTicket for the duration of your trip.

Communication

All questions, issues, complaints, notifications, and overall communications shall be addressed to: [email protected] or by calling 800-371-5465. If we have to contact you, we will do so at the email provided by the registered User. We may also send communications to you through the website or via email. These communications may include marketing and promotions information, technical and support information, and information on updates or changes. By using the App, you consent to such communications. Please note that we may cease to operate and support the Website, the App, or Service at any time. If this occurs, we will strive to provide advanced notice. To review Metrolink’s Privacy Policy you may visit https://www.metrolinktrains.com/privacy-policy/.

Mobile Ticketing

The security of your mobile device is your responsibility. If your mobile device is lost or stolen, you can transfer any mTickets that had been purchased by logging into the App from another mobile device. Your mTicket must be displayed clearly on your mobile device screen when requested by the train Conductor or ticket inspector. If the mTicket has been damaged, altered, or is illegible in any way, the mTicket is invalid and a new one must be purchased. If this occurs at no fault of the User, you may seek a refund for the unused mTicket. By purchasing a mobile or online mTicket you agree to cooperate fully with the train conductor or ticket inspector and to display your mobile device and the mTicket details when requested. It is your responsibility to ensure that the mobile device is in adequate condition and sufficiently charged to display the mTicket whenever requested by Metrolink or fare enforcement personnel for the duration of your trip.

Downloading and Printing mTickets

The following Terms apply in relation to the downloading and printing of mTickets in PDF format, you shall:

  • Print the mTicket/PDF on U.S. Letter or A4 paper size prior to your trip and carry for the duration of your trip;
  • m-Tickets/PDFs are non-transferable; and
  • secure your mTicket(s) for security measures.

mTickets Expiration and Inactivity

Each mTicket contains a date by which it will expire. Once a mTicket expires, it is no longer valid and cannot be used as valid fare media. The expiration date for each varies and is displayed on the original mTicket.

mTickets Loss and Damage

The User shall take all reasonable care of the mTicket to prevent it from damage, defacement, destruction, or loss of any kind; alter or interfere with the graphic or ticket data of the mTicket and shall take all reasonable measures and care to ensure that the graphic and ticket data are not interfered or tampered with. The User holds the mTicket at his/her own risk. If the mTicket malfunctions due to no fault of the User, he/she may return the mTicket for investigation to: Metrolink - P.O. Box 531776, Los Angeles, CA 90053-1776.

Release and Indemnity

The User hereby releases Metrolink 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 mTicket to the User. Neither Metrolink, nor their respective officers, employees, and agents will have any obligation or liability with respect to the user use or the performance of the mTicket. The user’s sole and exclusive recourse from Metrolink will be replacement of any defective mTicket. The User agrees to indemnify, defend, protect, and hold Metrolink harmless, and their respective officers, employees, and agents from all liability for any loss, damage, or injury to persons or property arising from or related to the mTicket.

App Usage

By agreeing to these Terms, you may:

  • download or stream a copy of the App onto your mobile device and view, use and display the App and the Service on such devices for personal purposes only. Compatible devices include Apple iOS and Android; and
  • use the website on a supported browser. Compatible browsers include Internet Explorer, Chrome and Firefox.

App Registration

The registered User has the right to use the App and the Service as set out above. The App and the Service are non-transferable. If you sell any device on which the App is installed, the User shall remove the App from the device.

App Updates and Service Changes

From time to time we may automatically update the App and change the Service to improve performance, enhance functionality, reflect changes to the operating system and/or address security issues. We may issue updates to the App, in which case you may not be able to continue use of the version of the App installed on your mobile device without downloading the relevant update. If we issue an update of the App without disabling our earlier version installed on your device, we recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the App. We can suspend access to mTicket purchases through the App. We can do this for any reason but will usually only do so when carrying out maintenance on the App or the systems that support it.

App Services and Terms and Rights

We may end your rights to use the Website, the App or any of the Services at any time by contacting you if you have violated these Terms. If we end your rights to use the Website, the App and Services, you shall:

  • stop all activities authorized by these terms, including use of the Website, the App or any of the Service; and
  • delete or remove the Website, the App from all devices in your possession and immediately destroy all copies of the App.

Term Changes

We reserve the right to change these Terms at any time. If we do, we will publish the new version in the App. Each new version will take effect from the time it is first published on the App, prospectively. Any changes will not affect the Terms accepted by you when making a purchase through this App. If you use the App, we will ask you to confirm your acceptance to the updated Terms prior to your mTicket purchase. If you do not agree to the updated Terms, you will be unable to purchase an mTicket through the App. Your continued use of this site following the posting of changes to the terms of this policy agrees and accept the changes.

To learn of any changes, Metrolink recommends that you review our privacy policy periodically.

Payment

The prices quoted on the Website are in U.S. currency. If you choose to pay for your mTicket using a foreign credit or debit card, you will be responsible for the applicable exchange rate. Be advised that changes to your mTicket or refunds may be affected by such exchange rate.

Fare Payment Transactions

Each mTicket is valid only for one boarding on any individual train. The mTicket must be shown on demand, to a conductor or fare inspector and may require additional photo ID, as required per the terms of the mTicket issued. Reproduction of an mTicket and/or its contents, or possession of a fraudulent is illegal and subject to criminal prosecution (PC 483). The mTicket is non-transferable and must be retained by the User for the duration of the trip. If, for any reason, the mTicket is not accepted for fare payment on a participating Service Provider, User may be asked by the Service Provider to pay your fare in U.S. currency.

Cancellations and Refunds

We reserve the right to activate and deactivate a self-service cancellation feature within the App, known as the mTicket Cancellation. The mTicket Cancellation feature will allow users to cancel an mTicket within 4 minutes of the purchase time. After an mTicket has been cancelled, users will be reimbursed the amount paid for the cancelled mTicket. We shall not be obliged to change, cancel, replace or refund a mTicket where the mTicket or transaction constitutes or involves a breach of these Terms. The cancellation feature does not apply to the Print at Home (PDF.) ticket. Metrolink tickets and passes are non-refundable and non-replaceable. However, refund requests are considered on a case-by-case basis, under certain conditions:

  • Verified Ticketing Vending Machine (TVM) malfunctions that cause monetary loss.
  • Other verified circumstances that are beyond a customer’s control (i.e., medical reasons, loss of employment, and stolen property). Lost or damaged fare media is non-refundable. Refer to: metrolinktrains.com/refunds for the complete policy. Refunds may take 4-6 weeks for processing.

Statistical Data

By using the Website, the App or any of the Services, you agree that we can collect and use technical information obtained from the Website and the App’s associated device software, hardware and peripherals. We may compile statistical information regarding ridership from personal information that it receives from the Website, the App or any of the Services. Metrolink may use this statistical information for purposes of improving its products and services, and it may provide this statistical information to our employees, contractors and/or Member Agencies. This statistical information cannot be used for personal identification.

Anonymous Technical Data

In addition to collecting personal information that you provide voluntarily, we also may automatically collect and store technical information about your visit to the Website including: (1) the domain names or IP addresses assigned to your computer by your provider when you connect to the Internet; (2) the type of browser software and operating system used to access our site; (3) the date and time you access our site; and (4) the pages you visit on our site. The collection of technical data will not personally identify you, but it may assist us in monitoring the use of our Website.

External Website Responsibilities

The Website, the App or any of the Services may contain links to other independent websites which are not provided nor controlled by us and therefore are not subject by these Terms. You are responsible to review privacy policies and their offered services of external sites to determine the associated risks, if any.

Confidentiality of Information

Please be aware that internet transmissions are never completely private or secure and that any message or information you send using the Website, the App or any of the Services may be read or intercepted by others, even if there is a special notice that a transmission is encrypted.

It is your responsibility to keep your phone and access to the App and your account on the Website secure. We therefore recommend that you do not remove software restrictions and limitations operating system of your phone. Doing so makes your phone vulnerable to malware, viruses and/or malicious programs and compromises your phone’s security features and it could cause the App to not work properly. You shall ensure that your device is protected by a suitable PIN/password and/or biometric identification so that if lost/stolen your stored information cannot be accessed or used by others.

We may obtain personal information from you when you submit comments on Metrolink service, complete a survey, subscribe to an email newsletter, or participate in the Metrolink rider advisory panel. This personal information may be in the form of your name, email address, phone number, street address, etc. Metrolink and its contracted vendors do not sell, trade, or rent or disclose your personal information to anyone. Metrolink may use your personal information to respond to your comments, process a transaction, contact you with information about this organization or other transit services and to perform research on our products or services.

Metrolink may also share information with third-party service providers whom it retains under contract or subcontract to provide services relating to the operation of this website, including but not limited to e-commerce services and computer programming, as well as storing and managing customer information, responding to customer comments, performing market research, processing customer transactions, and providing advice about and support of our products and services. These third-party contractors may obtain, store and/or process your personal information on their own computer systems. Some of their work on behalf of Metrolink may involve contacting you directly using the information you have provided. They are required to identify themselves as representatives of Metrolink, and their contracts and subcontracts require they maintain your personal information confidential. Metrolink is committed to protecting personal information collected through the Website against unauthorized access, use or disclosure. Consequently, Metrolink takes measures to protect the privacy of information that you submit on this Website. Metrolink limits access to personal information collected through the Website to only those employees and contractors who need access to the information in the performance of their official duties or contracted services. Metrolink employees and contractors who have access to this information are required to maintain it confidential and are not permitted to disclose or use it except as set forth in these Terms.

Metrolink has implemented several security features throughout this site to prevent the unauthorized release or access to personal information. Be advised, that although Metrolink has taken steps to create a secure and reliable site, the confidentiality of any communication or material transmitted to or from Metrolink via this site or e-mail cannot be guaranteed. When disclosing any personal information be mindful of potential public access, and consequently used by others in unauthorized ways.

Privacy Policy

The collection, use and security of information obtained from users is subject to the Metrolink Privacy Policy. This policy may be amended from time to time, as deemed necessary by Metrolink. Any changes to the Privacy Policy will be posted on the Metrolink website at: metrolinktrains.com.

The User 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: Metrolink - P.O. Box 531776, Los Angeles, CA 90053-1776.

Refer to: metrolinktrains.com/privacy-policy/ for the complete Privacy Policy.

Information Disclosure

Because Metrolink is a public agency, information that you provide to us on this website may be subject to disclosure under the California Public Records Act; unless it falls under one of the exceptions contained in the Public Records Act. Metrolink may also be required to disclose this information pursuant to some other law or a court order. Metrolink may also disclose personal information to federal, state or local law enforcement authorities to enforce its rights against unauthorized access or attempted unauthorized access to Metrolink’s information technology assets or against other inappropriate use of the Metrolink website or other Metrolink property.

Stored Information and Corrections

By accessing this Website, you are consenting to the information collection and use practices described in these Terms. You have the right to know what personal information about you is contained in Metrolink’s records. For more information, contact us at: 213-452-0200 and make a request of your stored information. If you find inaccurate or incomplete information, you may provide us with verified accurate and complete information at: Metrolink - P.O. Box 531776, Los Angeles, CA 90053-1776.

Cookies

Some applications on this Website may use cookies. The only personal information that a cookie can contain is information you provide. Metrolink may utilize cookies or retargeting pixels to facilitate your use of our site and for tracking user traffic patterns to help us make improvements to the Website. You can set your browser to refuse cookies or retargeting pixels. However, cookies may be required to use some of the functions on our website.

License Restrictions

By agreeing to these Terms, you shall not:

  • rent, lease, sub-license, loan, provide, or otherwise make available, the App or any of the Services in any form, in whole or in part to any person;
  • copy the Website, App or any of the Services, except as part of the normal use of the App or where it is necessary to back-up or operate security;
  • translate, merge, adapt, vary, alter or modify, the whole or any part of the Website, the App or any of the Services nor permit the Website, the App or any of the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the Website, the App or any of the Services on devices as permitted in these terms; and
  • disassemble, de-compile, reverse engineer or create derivative works based on the overall or any part of the App or the Services nor attempt to do so.

Acceptable use Restrictions

By agreeing to these Terms, you shall not:

  • use the Website, the App or any of the Services in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously;
  • infringe our intellectual property rights or those of any third party in relation to your use of the Website, the App or any of the Services, including by the submission of any material (to the extent that such use is not licensed by these Terms);
  • not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Website, the App or any of the Services;
  • not use the Website, the App or any of the Services in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
  • not collect or harvest any information or data from any Service or our systems or attempt to decipher any transmissions to or from the servers running any Service.

Loss or Damage Suffered

If we fail to comply with these Terms, we are responsible for the loss or damage you suffer that is a direct and foreseeable result of not abiding by these Terms, but we are not responsible for any loss or damage that is not foreseeable or direct. For the avoidance of doubt, we will not be liable for any indirect losses or consequential damages of any kind, suffered or incurred by you in connection with either your access to or use of the Website or the content on, or in any way resulting from downloading and/or using (or inability to use) the App or Services.

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation. The App shall only be used for personal purposes. We shall not liable for business losses. If you use the Website, the App or any of the Services for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. It is your responsibility to protect any content and data used in connection with the App, to protect yourself in case of problems with the Website, the App or any of the Services. If our provision of the Services or support for the Website or the App or the Services is delayed by an event outside our control.

Service Transfer

It is our responsibility to inform you in writing if/when we transfer our rights and obligations under these terms to another organization. If a transfer occurs, it will not affect your rights under these Terms.

Services and Facilities

While using the services and/or facilities of Metrolink, the User shall observe, perform, and comply with all applicable terms and conditions, rules, regulations and codes of conduct. User shall be subject to Metrolink’s Code of Conduct when riding and using the Metrolink system. Refer to: metrolinktrains.com/rider-info/onboard-policies/code-of-conduct/ for the complete policy.

Applicable Laws

These Terms are governed by law of the United States and of the State of California. Any dispute between you and Metrolink regarding the Website, the App or any of the Services arising out of or in connection with these Terms may only be heard by United States Federal or California State court located in one of the five-counties served by Metrolink.

Failure to Comply

Failure to comply with any portion of these Terms may result in Metrolink blocking the use of the mTicket and/or devices.

Court Findings

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Enforcement Agreement

Even if we delay enforcing these Terms, we can still do so at a later time.