Snapper Frequently asked questions How penalties work

How penalties work

Snapper uses a ‘tag on, tag off’ system to work out the best value fare for your journey.

Failure to tag off results in the default fare being charged to the Snapper card. The default fare is the end of the line fare without the Snapper discount. This is specified by Metlink and can be viewed in their terms and conditions (“when using stored value on a Snapper Card, if you do not tag off at the end of your trip, a penalty may be applied to your card and transfers onto the next bus will not be available. The penalty fare will be the maximum cash fare that would be payable from where the trip started to the end of the bus route. For children, the child cash fare is used to calculate the penalty fare; for all others, the adult cash fare is used”).

Snapper issues automatic refunds of penalties where a customer has tried to tag off the bus but has not been able to for reasons outside of their control (i.e., due to a system or driver fault), so you don’t need to worry about getting in touch with us to request a refund.

If you think you’ve been unfairly penalized but have not received your refund in 2 working days, just use this web form to get in touch with us, and we’ll happily look into it for you.