What are the Terms and Conditions for the Move mobile ticketing app?

Yellow Buses’ Move App Ticketing Terms and Conditions

Yellow Buses (a trading name of Bournemouth Transport Ltd) is offering mobile ticketing to its customers subject to the terms and conditions set out below (“terms”). The terms govern the downloading and use of the Yellow Buses’ Move App (“the Move App” or “app”) and all purchase of tickets via the Move App (“tickets” or “mobile tickets”).

You are welcome to use the Move App if you choose to do so, but this does not mean you own any rights to the Move App; your rights are set out in these terms and Yellow Buses retains all rights not expressly granted to you in them.

Yellow Buses provides this app for your own personal use free of charge, but you are not allowed to copy or modify the app, or any part of the app, or our Trademarks in any way. You also cannot send it on to anyone else. You are not allowed to attempt to translate the app into other languages, make derivative versions or attempt to extract the source code for the app. The app itself and all the Trademarks, copyright, database rights and other intellectual property rights related to it, belong to Bournemouth Transport Ltd t/a Yellow Buses and by downloading and using the app, these terms will automatically apply to you and will govern the relationship between us and you, so please read them carefully before using the app. If you do not agree these terms, you should not use the app or purchase any mobile tickets using it. These terms apply to both your application to download the app and to any purchase of tickets using it.

Yellow Buses will use reasonable care and skill in providing the Move App and mobile tickets but otherwise makes no promises and gives no guarantees relating to the Move App or its performance.

You are responsible for maintaining the confidentiality and security of your Move App account and password details, and are fully responsible for any and all activities occurring in your account under your password, unless these activities are clearly due to Yellow Buses’ negligence or a specific and provable breach by Yellow Buses of these terms. We are unable to offer technical support and by agreeing to these terms you are confirming you have access to, and can use a mobile phone of suitable specification to receive and display the Move App. Once the Move App is downloaded you will be able to purchase mobile tickets using the app on your mobile phone. The app is available on iOS and Android mobile phones but is not suitable for use on other devices such as tablets, etc.

It is important you check your mobile ticket details are correct before making a purchase via your mobile. Although you will be prompted to check details before making the purchase it is your responsibility to ensure the purchase is what you require. Once a purchase has been made it cannot be changed and no refunds can be given. Your tickets will need to be activated before you can use them and you will need an internet connection for both the purchase and the activation. Once the purchase is complete, you have 12 months to activate your ticket. Your mobile ticket must be presented on the screen of your mobile phone clearly to the driver long enough for the driver to observe the date and code, and must be produced if requested by any Yellow Bus officials at any time.

It is your responsibility to ensure you have a valid mobile ticket and that it is validated. Failure to produce a valid mobile ticket will mean you must pay the appropriate fare in cash or other accepted payment method on boarding. Refunds will not be given where passengers have failed to produce a valid mobile ticket.

We reserve the right to reject any mobile ticket which we have reason to believe is invalid, out of date, cancelled or on a stolen mobile phone. Your mobile ticket is valid for the period selected at the point of sale, and will be clearly displayed on your mobile. The period of validity will count down once activated.

Mobile tickets are not transferable to other passengers. Mobile tickets will transfer to a new device once you log in on the new device. Logging in on a new device will log you out on all other devices. Mobile tickets may only be used on one device at a time, but may be activated and then transferred.

The postcode used on the app must match the postcard registered with your bank. Customers will not be able to purchase a ticket if this information does not match, for security reasons.

Customers logging in/out of the phone two times or more or using more than one device and logging in and out more than twice within 24 hours, will be blocked for 8 hours, for security reasons.

You will require an internet connection to regularly update and verify your active mobile tickets.

We have listed at the end of these terms and conditions links to our website showing our Privacy Policy and our conditions of carriage. Please read and familiarise yourself with these. We are committed to ensuring that our app remains as useful and efficient as possible and for that reason we reserve the right to make changes at any time and for any reason.


Tickets are time limited and once the ticket has been activated by you it will expire at the end of the period covered by the ticket; no refunds are available if you have not used the ticket during its validity period.

We cannot guarantee that all ticket types you wish to purchase are available via the Move App and you should check our website bybus.co.uk to ensure that the travel you require for your journey is available. We use reasonable endeavours to ensure that the data on the website is accurate. Once notified of any errors or omissions we will use reasonable endeavours to correct them in a timely manner. This website may not be compatible with your mobile phone or computer configuration. We make no guarantees that your access to our website will be uninterrupted and we will not be responsible if we are unable to provide the website for any reason.

Refunds: Other than where your mobile phone has been stolen and you can provide both a Police Crime Number and proof of purchase to us, we will not give refunds for tickets purchased using the Move App in any other circumstances. If you lose your mobile phone we are not responsible for any unused mobile tickets.

We reserve the right to cancel or suspend your account without notice or liability if we reasonably believe any mobile tickets have been obtained in a fraudulent manner. If you fail to comply with our conditions of carriage, we may also refuse to supply any further mobile tickets.

We cannot take responsibility for certain functions that require an active internet connection with sufficient signal strength and data handling capability. The connection can be WiFi or provided by your mobile network provider, but Yellow Buses cannot take responsibility for the app not working if you have not purchased and validated your ticket or your data allowance has expired.

If you are using the Move App outside of an area with WiFi you should remember that the terms of agreement with your mobile network provider will still apply. As a result, you may be charged by your mobile provider for the cost of data for the duration of the connection while accessing the app for validation or purchase, or other third party charges.

In using the app you are accepting responsibility for charges imposed by your network provider, which could include roaming data charge if you use the app outside of your region or country without turning off data roaming. If you are not the bill payer for the device on which you’re using the app, please ensure that you have received permission from the bill payer. For the avoidance of doubt Yellow Buses will not be responsible for any third party costs or charges.

It is possible Yellow Buses staff may need to handle your mobile phone to check your ticket. Our staff will take reasonable care to make sure no damage occurs to your mobile phone. We do not accept any liability for damage unless it is a clear proven result of our staff not having taken such reasonable care.

It is your responsibility to ensure your mobile device stays sufficiently charged. If it runs out of battery life and you cannot turn it on for long enough to show your mobile ticket, Yellow Buses cannot be held responsible, and will not offer any refund if you are unable to travel on their services.

Yellow Buses accepts no liability for any loss, direct or indirect that you may experience as a result of relying on the functionality of the Move App.

Yellow Buses may wish to update the app or the requirements for the available operating systems (currently both iOS and Android) may change, and it is your responsibility to download the updates if you want to keep using the app.

Yellow Buses makes no commitment to update the app so that it is relevant to you and/or works with both iOS and Android, but you must accept updates to the app when offered. Yellow Buses accepts no responsibility for the proper performance of the app if the latest updates have not been accepted by you.

Should we choose to terminate the app at any time, we have the right to do so on giving you notice and the opportunity to use any remaining credit on a replacement form of ticket. Unless you are informed otherwise upon termination, the rights granted to you in these terms will end and you must stop using the app and delete it from your mobile device.

We do not store your credit/debit card or bank details on our servers or within the app, and we agree we will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended by the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011. For your part, you confirm that you will only enter information about yourself and that such information is true. The details which you provide about yourself and any other information which identifies you will only be used for operational purposes, for example to contact you for feedback on this new technology, unless you have agreed to our Marketing opt in. Your personal details will not be passed to any other parties.

By using the App or any of the Services, you consent to us collecting and using technical information about the Devices and related software, hardware and peripherals for Services that are internet-based or wireless to improve our products and to provide any Services to you.

Certain Services will make use of location data sent from the Devices. You can turn off this functionality at any time by turning off the location services settings for the App on the Device. If you use these Services, you consent to us and our affiliates’ and licensees’ transmission, collection, retention, maintenance, processing and use of your location data and queries to provide and improve location-based and road traffic-based products and services. You may withdraw this consent at any time by turning off the location services settings on your device.

You also have certain legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. If we do not comply with these laws you have certain remedies and these terms and conditions do not affect your rights, obligations and remedies under those laws which shall take precedence. For further information about your legal rights, contact Trading Standards Department or Citizens’ Advice Bureau.

Contact Details: if you have any queries, please contact our dedicated Customer Services team on 01202 636110 or via e-mail: [email protected]

  • Conditions of Carriage: bybus.co.uk/contact-us/conditions-of-carriage
  • Privacy Policy: bybus.co.uk/privacy-policy/