Consumer Advisory

CONSUMER ADVISORY ON AMENDMENTS TO GENERAL CONDITIONS OF ISSUE AND USE FOR EZ-LINK CARDS AND TERMS AND CONDITIONS FOR ISSUE AND USE OF AUTO CREDIT CARD TOP-UP ENABLED EZ-LINK CARDS

EZ-Link advises cardholders to take note of amendments to the:

  • General Conditions of Issue and Use for ez-link cards ("General Terms & Conditions")
  • Terms and Conditions for Issue and Use of Auto Credit Card Top-Up Enabled ez-link cards ("Auto Credit Card Top-Up Terms & Conditions")

A brief summary of the main amendments are set out below.

Changes to EZ-Link General Terms & Conditions

  • Approved Holder & Approved Bank - Sections 1 and 2 have been amended arising from the ez-link card being designated by the Monetary Authority of Singapore as a "widely accepted stored value facility". EZ-Link, which issues the ez-link cards, is designated as an "approved holder" for the ez-link stored value facility. In addition, Citibank Singapore Limited is designated as the "approved bank" that has undertaken to be fully liable for the stored value on your card. As the "approved holder", EZ-Link is responsible for all administrative matters of the ez-link card, including sales, replacement and refunds. When a consumer wishes to have a refund of the stored value on his ez-link card, the consumer should first approach EZ-Link via the TransitLink ticket sales offices, to request for the refund.
  • Extension of Card Validity - The validity period on your card may now be extended from the current 5 years up to a maximum of 7 years. So long as you continue to do top-ups of the stored value on your card, the validity will be automatically extended, calculated at a period of 5 years from the date of the last top-up, subject to the card reaching a maximum validity of 7 years. Please note that the extension of validity does not apply to concession ez-link cards, which shall continue to bear the existing validity period as determined by the public transport operators.
  • Refund - You now have up to 12 years from the date the ez-link card was purchased to request for refunds. Previously consumers could request for refunds up to 7 years from the expiry date of your card. This has been standardized so that the period to claim refund is 12 years irrespective when your card expires. When you present a card for refund at any of the ticket sales offices, the refund is based on the remaining stored value as read from the card's encoded data. In the event that the card's electronic chip is not functioning, you will still be able to obtain a refund if the engraved card number (on the reverse of the card) is visible. However, you will be required to return at a later date to collect the refund value.
  • Card Warranty - EZ-Link will continue to provide a 5 year warranty on your card against defective cards. You will continue to be able to receive a free replacement for the defective card. The warranty will only apply to cards where the electronic chip is faulty or defective. The warranty excludes cards that are de-laminated, peeled, broken or otherwise damaged due to wear and tear, or cards damaged intentionally or by failure to take proper care of the card. While the ez-link card is robust, consumers are advised to take good care of their ez-link cards in order to prolong the usability of the card.
  • Lost Cards - In the event that you have lost your ez-link card, you may enquire at any TransitLink ticket office if your card has been found. If the lost card is within EZ-Link's or TransitLink's possession, you can reclaim your card upon satisfactory proof of ownership. All lost cards must be reclaimed within 2 weeks. Consumers shall not be entitled to claim recovery of any lost card after 2 weeks.

Please refer to EZ-Link General Terms & Conditions for the full terms and conditions.

Changes to Auto Credit Card Top-Up Terms & Conditions

  • Revaluation Authorisation - EZ-Link will now obtain an electronic authorization from your bank for any pending top-up when the stored value of your card reaches a value of S$20.00 or less. This was set at $10.00 previously.
  • Recovery of Unpaid Monies - In the event of any bad debt incurred by the consumer for unpaid monies arising from the service, EZ-Link will be entitled to recover any monies owed from the account holders' credit/debit card account.
  • Blacklisting - Where the consumer is in breach of any terms or conditions, EZ-Link may blacklist or invalidate the card for use.
  • Liability for Lost Cards - If a consumer loses a card that is enabled with the Auto Credit Card Top-Up facility, he should report the loss of the card immediately. If the lost card was used for public transport and total fare deductions exceed $10.00 within the first 48 hours from the time that the lost report was made, the consumer's maximum liability for the unauthorised usage will remain at $10.00, i.e. he will be refunded the stored value less unauthorised fare deductions up to a maximum of $10.00. However, if the lost card was used for payment other than for public transport, the consumer will be fully liable for any payments other than for public transport occurring within the first 48 hours notwithstanding that he has made a lost report. He will be able to claim refund of any remaining stored value (if any) after the 48 hours.

Please refer to Auto Credit Card Top-Up Terms & Conditions for the full terms and conditions.