Payments, refunds, cancellations and replacement passes

How to pay

Online

You can pay online using our secure website and use a debit or credit card to pay for school transport.

You will need your customer reference number and child's date of birth. If you don’t have your customer reference number, you can find it by using our travel pass search form.

By Telephone

Use our 24-hour automated telephone payment line and pay by debit or credit card.

By Post

Send a cheque or postal order with:

  • The remittance slip enclosed with your original payment letter or
  • A covering letter with your child’s name, date of birth and customer reference number to:

Travel and Transport
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2SG

Cheques should be made payable to Norfolk County Council and have the student’s name and customer reference number written on the back.

See below to find out how much you’ll need to pay.

School transport costs for 2018/19

You should pay at least ten working days before the expiry date shown on your current travel card, so that we can get a new card to you in plenty of time.

We do not send reminders, so keep a record of the dates listed below:

Charges for transport to schools within the qualifying distance
Term Primary age Secondary age To be paid before
Autumn term £80 £110 When requested
Spring term £80 £110 14 December 2018
Summer term £80 £110 5 April 2019

Charges for transport if you choose to send your child to a school of parental preference
Term Primary age Secondary age To be paid before
Autumn term £110 £141 When requested
Spring term £110 £141 14 December 2018
Summer term £110 £141 5 April 2019

If you start to use school transport after a half-term holiday, you’ll pay half of the figures shown above for transport for the rest of that term. You’ll then pay the full amount for the remaining term, or terms.

All applications are dealt with as promptly as possible, but please allow ten days after the date of payment for receipt of a travel pass or confirmation of alternative travel arrangements.

Reimbursement for travel costs incurred before your pass arrives

You may be able to claim back money spent on travel if you applied before 31 July and there was a delay in issuing your pass.

If you apply after 31 July you can’t claim a refund for bus or train tickets purchased, unless the pass issued was incorrect and unusable.

To apply for a refund send your request, together with the tickets purchased, to:

Travel and Transport
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2SG 

The tickets must have been purchased at a cost-effective rate and be appropriate to the age of the pupil and the days they attended.

The travel and transport team may request confirmation of attendance from the school for audit purposes.

All refunds will be at the discretion of the appropriate Travel and Transport Manager.

Cancel a travel pass or other travel arrangements

You must tell us if your child’s travel pass or other arrangements are no longer required.

Email educationtransport@norfolk.gov.uk or write a letter to the address below, confirming your child’s details and stating that travel assistance is no longer required.

Travel and Transport
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2SG

Refunds for travel passes

If you pay for school transport and cancel your pass, you may get some money back. The amount you’ll get depends on when you cancel:

  • Cancel travel arrangements or send the pass back, so we receive it before the start of the school year, and you’ll get a full refund
  • Return the travel pass during the year we will give you a refund based on the amount you’ve paid, less the time the travel pass/arrangement has been used, to the nearest full half-term. There will also be a £10 admin fee
  • After the May half-term, refunds will only be given if you cancel travel arrangements or you return the travel pass and it is received by us by 31 May

How to apply for a refund

Please send a letter requesting a refund, with the travel pass securely attached, to:

Travel and Transport
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2SG

If we don’t receive the pass, you won’t be able to get a refund unless you can prove you sent it to us - make sure to get proof of postage.

If we have to withdraw a spare seat offered under the discretionary travel scheme, we’ll offer you a refund when you return the pass, to the nearest full half-term.

Any refund given will be at our discretion and our decision is final.

Replace a lost, stolen or damaged pass or change details

If your child’s travel pass is:

  • Lost
  • Stolen
  • Damaged - so that the smartcard no longer scans
  • Reissued -  when it is possible to change details at the applicant’s request

you can get a replacement for £10.

You’ll need your customer reference number to apply. If you don’t have it, you can find it by using the travel pass search form.

Apply and pay online

If you want to pay by post, write a letter confirming your child’s details and stating that you need a replacement travel pass.

Send it with a cheque or postal order made payable to Norfolk County Council, with your child’s name, date of birth and address written on the back, to:

Travel and Transport
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2SG

Primary schools

Primary pupils will be able to travel without a pass on contracted services for up to five days. You must apply for a replacement pass as soon as possible.

Secondary schools

Pupils travelling to secondary school on contracted services will be refused travel without a valid pass.

Those travelling on a local bus service will have to pay the appropriate daily fare. These fares can’t be claimed back.

Secondary schools will issue a temporary pass that can be used for up for up to two weeks while your replacement is processed.

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