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1. MyKey Cardholder Agreement

This Cardholder Agreement (“Agreement”) governs the use of MyKey fare media and all Cardholders are deemed to have read, understood and accepted the terms and conditions contained herein.

2. MyKey Definitions

2.1 Fare Media: The physical means used by an IndyGo Cardholder to validate fare payment. Types of Fare Media include any physical MyKey fare card obtained from IndyGo, an IndyGo Ticket Vending Machine or a third-party vendor authorized by IndyGo to sell MyKey fare cards. Fare Media also includes digital Fare Media in the form of a MyKey mobile application QR code.

2.2 The Card: The Card is defined as a reloadable, physical MyKey fare card which is issued to a Cardholder and used by the Cardholder to pay transit fares. The Card may be in various forms of NFC chip fare media as determined by the Indianapolis Public Transportation Corporation dba IndyGo (“IndyGo”) including, without limitation, paper cards, plastic cards, key fobs, bracelets, etc. The Card is the property of IndyGo, as the issuer of the card. Each Card is uniquely identified by a serial number, and may be personalized with a photo of the Cardholder.

2.3 The Mobile App: The Mobile App is defined as the MyKey mobile application available to Cardholders to manage their personal MyKey Fare Media System Account, add or remove linked accounts, to add value to one or more fare media that have been registered to their personal or linked accounts, or to pay transit fares.

2.4 The Web Portal: The customer Web Portal is defined as the MyKey Fare Media System customer service website where Cardholders can manage their Fare Media. The Web Portal is accessible to any Cardholder that has access to the internet.

2.5 Cardholder: A Cardholder is defined as the person in possession of Fare Media.

2.6 Personal Account: A Personal Account is a MyKey Fare Media System customer service account that has been created by an individual IndyGo customer. Any Fare Media linked to a Personal Account is considered to be registered to the Cardholder named on the account.

2.7 Anonymous Account: An anonymous account is a MyKey Fare Media System customer service account that has been created by an IndyGo customer service representative on behalf of an IndyGo customer.

2.8 Linked Accounts: Personal Accounts can be linked together via the Mobile App or Web Portal in order to allow an Account Holder to manage the Fare Media balance of another Account Holder (such as a family member or friend). The account linking process requires approval by each Personal Account holder.

2.9 Registered Fare Media: Registered Fare Media is any Fare Media associated with a Personal Account and managed, primarily, by the Cardholder. Registered Fare Media can be used without restriction when it comes to fare validation and adding fare value. Registered Fare Media are automatically eligible for Weekly Fare Capping and Balance Protection.

2.10 Unregistered Fare Media: Unregistered Fare Media is any Fare Media that is not associated with a Personal Account.  Unregistered Fare Media can be used without restriction when it comes to validating fare or adding fare value to one or more Fare Media. However, Unregistered Fare Media are not eligible for Weekly Fare Capping or Balance Protection.

2.11 Service Provider: Service Provider is defined as IndyGo.

2.12 Open Door: Open Door is defined as IndyGo’s Open Door paratransit service.

2.13 Ticket Vending Machine: The Ticket Vending Machine is defined as the hardware installed at certain IndyGo stations to dispense Fare Media and allow Cardholders to add fare value directly onto their Fare Media.

THE FULL VALUE OF CASH OR COINS INSERTED INTO THE TICKET VENDING MACHINE WILL BE DEPOSITED TO THE CARDHOLDER’S FARE MEDIA AS STORED VALUE. THE TICKET VENDING MACHINE IS NOT EQUIPPED TO PROVIDE CHANGE OR REFUNDS.

2.14 Fare Validation: Fare Validation is the process by which a Cardholder acquires the proof of payment needed to use IndyGo’s fixed-route or paratransit services. Fare Validation machines are located, off-board, at all IndyGo bus rapid transit stations and on-board all fixed route IndyGo buses that are equipped with the technology that uses both NFC chips and QR Codes to validate fare payment.

2.15 Fare Inspection Officer: The person or persons authorized by IndyGo to perform Fare Validation inspections on board IndyGo buses and at IndyGo bus stops or stations.

3. MyKey Fare Media

3.1 – Types of MyKey Fare Media

  • Digital Fare Media – The Mobile App can be used as digital Fare Media by any Cardholder with a Personal Account. Unlike physical Fare Media, digital Fare Media is always considered to be registered Fare Media as all Cardholders are required to create a Personal Account to use the Mobile App. Once registered to their Personal Account, a Cardholder can use the QR code provided within the Mobile App to validate their fare payment.
  • Non-personalized Card – Non-personalized Cards are those which do not identify the cardholder by name and/or photo on the front of the Card. Non-personalized Cards can be either unregistered or registered, as defined in Section 3.3.
  • Personalized Card – Personalized Cards are those that identify the Cardholder assigned to the Card by name and/or photo on the front face of the card. Personalized Cards are not transferable. All Personalized Cards are assigned to a Cardholder when they create their Personal Account. All Personalized cards are registered Fare Media. Personalized card programs include, but are not limited to, the following: Reduced Fare (including half-fare customers and free-fare Veterans), Open Door, IndyGo employees, etc.

3.2 – Special MyKey Fare Media Programs

  • Reduced Fare Card – Reduced Fare Cards are Personalized Cards issued by IndyGo to individuals who have applied and been deemed eligible for fare discounts, including, but not limited to, customers with disabilities, Open Door clients, youth kindergarten through 12th grade, persons age 65 and older, persons with a Government Issued Medicare Card, and Veterans. Proof of eligibility must be provided at the time that a Reduced Fare or Open Door application is submitted to IndyGo’s Customer Service Department in accordance with IndyGo’s Open Door application process.
  • Recipients of Reduced Fare Cards are limited to one Fare Card per person. If a Reduced Fare Card is lost or stolen, a new Reduced Fare Card can be provided upon payment of the replacement card fee. Issuance of a replacement card on a Reduced Fare Account will immediately de-activate the lost or stolen card. REDUCED FARE CARDS THAT IDENTIFY AN EXPIRATION DATE WILL REVERT TO FULL FARE CARDS IF NOT RENEWED PRIOR TO EXPIRATION.
  • IndyGo Employee Card – IndyGo Employee Cards are Personalized Cards issued to employees and/or agents of IndyGo that can also be used as a Fare Media.

3.3 – Registered and Unregistered MyKey Fare Media

  • Unregistered Fare Media – Cards dispensed from IndyGo Ticket Vending Machines are initially unregistered Fare Media that can become registered Fare Media at any time. Cardholder’s who are using unregistered Fare Media to ride transit are not eligible for Balance Protection or Weekly Fare Capping.
  • Registered Fare Media – Registered Fare Media is any media type used by a Cardholder that is associated with the Cardholder’s Personal Account. Cardholder’s who are using their registered Fare Media to ride transit are eligible for Balance Protection and Weekly Fare Capping.

3.4 – MyKey Fare Media Acquisition

  • Fare Cards can be purchased from IndyGo via ticket vending machines, the Downtown Transit Center customer service desk, the Web Portal, and select third-party vendor locations (vendor locations to be added at a to-be-determined date).
  • All physical Fare Media issued by IndyGo are subject to a $2.00 acquisition fee. The acquisition fee is reimbursable in the form of a $2.00 Stored Value balance that is credited to the Cardholder when they register their Card to their Personal Account. Card registration can be completed using any registration option detailed in Section 3.6 below. Reimbursement of the Card Acquisition Fee is available to a Cardholder on a one (1) time basis as part of the Fare Media Registration process and will not apply to any additional Fare Cards registered to one’s Personal Account for any reason.
  • The Mobile App can be downloaded free of charge from the Apple App Store or Google Play Store from any smart phone. Use of the Mobile app requires that a Cardholder create a Personal Account using their email address as their unique identifier. The Mobile App is not subject to the Cardholder Fees detailed in Section 3.5 below. 

3.5 – MyKey Cardholder Fees

IndyGo reserves the right to change fees at any time and in accordance with the Notice provisions set forth in Section 13 herein. Current fees are as follows:

  • Card Acquisition Fee – Two Dollars ($2). Subject to a one (1) time reimbursement in the form of a Stored Value credit provided to the Cardholder upon registration of the Fare Media, as described more fully in Section 3.4.
  • Card Replacement Fee – Two Dollars ($2). The replacement fee may be waived by IndyGo for a Defective Card as defined in Section 5.3 herein. 

3.6 – MyKey Fare Media Registration

  • Fare Cards can be registered via the Web Portal, the Mobile App, at the Downtown Transit Center customer service desk, or by calling IndyGo’s Customer Service Department.
  • If registering through the Mobile App or Web Portal, a Cardholder will first be asked to provide their email address. The Cardholder will be required to enter the Fare Card ID and Security Code printed on the back of his/her Card to register that Card. A Cardholder that does not have an email address can register his/her Card by calling IndyGo’s Customer Service Department or visiting the Downtown Transit Center customer service desk. To register a Card without an email address, the Cardholder must provide a valid phone number along with the Fare Card ID and Security Code printed on the back of the Card. Additional information, such as the Cardholder’s legal name and address, may be provided at the sole discretion of the Cardholder.
  • Card Registration is the responsibility of the Cardholder and only Registered Fare Media are eligible for Balance Protection.
  • A Cardholder accepts all responsibility for any Stored Value deducted from his or her unregistered Fare Media, even in instances where the unregistered Fare Media is lost, stolen or used by a person other than the Cardholder, with or without the Cardholder’s permission.

3.7 – MyKey Fare Media Stored Value

  • MyKey is an account-based fare system where a stored value is associated with each Fare Media. The MyKey back-office system processes all Stored Value transactions. Each time a Cardholder validates their Fare Media the fare associated with the Fare Media is deducted from the available Fare Media balance.
  • A Cardholder can purchase and apply Stored Value to a Fare Media via a Ticket Vending Machine, the Mobile App, the Web Portal, the Downtown Transit Center customer service desk, or by calling IndyGo’s Customer Service Department.
  • The Ticket Vending Machine will accept payment from the Cardholder in the form of cash, coins, debit and credit cards.
  • TICKET VENDING MACHINES ARE NOT EQUIPPED TO PROVIDE CHANGE ON CASH AND COIN TRANSACTIONS. THE FULL VALUE OF CASH OR COINS INSERTED INTO THE MACHINE WILL BE DEPOSITED TO THE CARDHOLDER’S FARE MEDIA AS STORED VALUE.  
  • Stored Value will be deducted from the Cardholder’s Fare Media balance when they validate their Fare Media using a Fare Media validator. All applicable fare discounts (e.g., half-fare, senior, youth, etc.) are automatically applied when a Reduced Fare Card is validated.
  • The Cardholder may present only one (1) Fare Media type for validation, at any one point in time. Fare Media will only be validated in instances where the Stored Value amount is equal to or greater than the fare amount associated with that media ($1.75 full fare or $0.85 half fare, or $0.00 fare free, See Section 4.1 Base Fares).
  • When the balance falls below the Fare Value associated with the Fare Media, the Cardholder will be responsible for purchasing additional Stored Value for continued use of said Fare Media.
  • Stored Value can be transferred between the different Fare Media that are registered to a Personal Account. Transfers can be made using the Mobile App, Web Portal, at the Downtown Transit Center customer service desk, or by calling IndyGo’s Customer Service Department.
  • Stored Value can also be transferred between Linked Accounts. Transfers between Linked Accounts can be made using the Mobile App or Web Portal.
  • The balance of any Fare Media can be verified through the MyKey Fare Media System customer service Web Portal which shall serve as conclusive evidence of the Stored Value available on said Fare Media.

3.8 – Transactions for adding MyKey Stored Value

  • For cash transactions, there is no minimum transaction amount when adding Stored Value to a Fare Media; however, validation of Fare Media requires a Stored Value amount equal to or greater than one fare payment.
  • For credit card or debit card transactions, the minimum transaction amount is $5.00 when adding Stored Value to a Fare Media.
  • Cardholders can transfer the full balance, or a portion of the balance, from one linked Fare Media to any other Fare Media linked to their Personal Account.
  • All sales are final. No refunds will be provided for any Stored Value remaining on a Fare Media.

3.9 – Deposit Bonuses

  • Deposit bonuses will be applied to Fare Media load and reload transactions $20.00 or above, including cash and credit transactions.
  • If a Cardholder adds between $20.00 and $39.99 to a Fare Media, a $1 deposit bonus will be applied to the fare media, in addition to the transaction amount.
  • If a Cardholder adds between $40.00 and $59.99 to a Fare Media, a $2 deposit bonus will be applied to the fare media, in addition to the transaction amount.
  • If a Cardholder adds $60.00 or above to a Fare Media, a $3 deposit bonus will be applied to the fare media, in addition to the transaction amount.

3.10 – MyKey Fare Media Autoload

  • Fare Media Autoload is available through the MyKey Mobile App or MyKey Web Portal. All Autoload transactions are limited to credit card and debit card transactions. Any registered Fare Media that is associated with a Personal Account is eligible to have the Autoload functionality enabled by a Cardholder.
  • By enrolling in Autoload, the Cardholder authorizes automatic purchase and reload of Stored Value on his/her/their Card whenever the Stored Value balance of an Autoload enrolled Fare Media falls below the minimum dollar amount preset by the Cardholder.
  • The minimum transaction amount for Autoload is $10.00 per autoload transaction.
  • By enrolling in Autoload, the Cardholder agrees to:
    • Ensure that all information provided to IndyGo through the Mobile App or Web Portal is true, accurate, and complete.
    • Provide a valid debit or credit card as a funding source for future Autoload transactions.
    • Authorizes IndyGo to charge the Cardholder’s specified debit or credit card when the Fare Media balance falls below the minimum dollar amount preset by the Cardholder. The credit or debit card will be charged the amount preauthorized by the Cardholder for Autoload.
    • Promptly update any changes to his/her/their debit or credit card payment information. IndyGo is not responsible for any Autoload operations that fail to process due to issues with the associated credit or debit card and/or any fees that may be assessed by the Cardholder’s financial institution for any reason related to Autoload transactions.
  • The Cardholder may remove Autoload at any time via the Mobile App or Web Portal.

4. MyKey Fare Structure & Fare Payments

IndyGo reserves the right to change fare structure and fare payments at any time and in accordance with the Notice provisions set forth in Section 13 herein.

4.1  Base Fares

  • The fare for full-fare customers is $1.75.
  • The fare for half-fare customers is $0.85. To be eligible for half-fare by IndyGo, Cardholders must submit a half-fare application at the Downtown Transit Center customer service desk. All eligible Open Door customers are automatically enrolled as half-fare customers on IndyGo’s fixed-route service.
  • The fare for fare-free customers is $0.00.
  • The fare for Open Door service is $3.50.

4.2 – Fare Capping

  • The MyKey fare system implements IndyGo’s fare capping policy. Fare capping is a fare policy that defines a maximum amount that can be paid for fares by a Cardholder over a given time frame. Once the maximum fare payment amount is met, the Cardholder is still required to validate their Fare Media, but they are not charged any additional fares until the specified time-period has elapsed.
  • Fare capping is applied to each registered Fare Media individually. To benefit from fare capping a Cardholder must use a singular, registered Fare Media throughout the duration of the daily and/or weekly fare capping period. Information on the daily and weekly fare capping periods is detailed below. Daily fare capping is applied by default to all Fare Media, including unregistered and registered Fare Media. Weekly fare capping is only applied to registered Fare Media.
  • The Cardholder accepts all responsibility for any reduction in Stored Value balance arising from the Cardholder’s failure to register their card.
  • The Cardholder accepts all responsibility for any unintended reduction in Stored Value balance arising from the Cardholder’s failure to use one singular Fare Media to access daily fare capping or weekly fare capping.
  • Fare capping does not apply to Open Door service. Open Door eligible clients are eligible for fare capping on IndyGo’s fixed route service.

Daily Fare Capping

  • The MyKey system includes Daily Fare Capping. The cap for Daily Fare Capping is set to $4.00 for full-fare Fare Media and $2.00 for half-fare Fare Media.
  • The Daily Fare Capping period begins at 5:00AM (start of IndyGo daily bus service) and ends at 1:00AM (the end of IndyGo daily bus service).
  • Daily Fare Capping applied by default to all Fare Media, regardless of whether registered or unregistered.

Weekly Fare Capping

  • The MyKey system includes Weekly Fare Capping. The cap for Weekly Fare Capping is set to $15.75 for full-fare Fare Media and $8.65 for reduced-fare Fare Media.
  • The Weekly Fare Capping period begins on Monday at 5:00AM (the start of IndyGo Monday bus service) and ends on Sunday at 11:00PM (the end of IndyGo Sunday bus service).
  • Weekly Fare Capping is only applied to registered Fare Media. Cardholder’s using unregistered Fare Media to ride transit do not benefit from Weekly Fare Capping.

4.3 – Paying Fares & Fare Validation

  • Fare Media is validated by either tapping a physical Fare Media card or scanning a digital QR code Fare Media at a fare validation device.
  • The Cardholder is responsible for validating their Fare Media each time they board an IndyGo bus. A Cardholder using IndyGo’s rapid transit service must validate Fare Media prior to boarding using the fare validation machine located at the transit station. A Cardholder using any other IndyGo service must validate their fare using the fare validation device installed on the bus. For each bus ride taken, the fare media in the Cardholder’s possession must be validated and each fare validation provides proof of only one (1) fare payment.
  • A singular Fare Media cannot be used by multiple customers boarding the same transit vehicle. Each customer must have their own individual Fare Media showing proof of payment.
  • To ensure efficient operations, please have your Fair Media in-hand before approaching a fare validator.
  • Tap or Scan only the Fare Media you wish to validate when you pay a fare. IndyGo is not responsible if a fare is charged to a Fare Media that you did not intend to use, due to your failure to properly adhere to these terms and conditions or other posted instructions.

Fare Validation on buses in Local service (Non-BRT service)

  • For buses in Local service (non-BRT) and Open Door vehicles, the Cardholder must tap or scan the Fare Media using the on-vehicle fare validator device when boarding the bus. If the fare is accepted, the Cardholder may board the bus. If the fare is rejected for any reason, the Cardholder will be required to provide a cash fare payment via the cash farebox to board the vehicle.

Fare Validation on buses in BRT service

  • For buses in BRT service, the Cardholder must tap or scan the Fare Media using the rapid transit station fare validator device prior to boarding. If the Fare Media is accepted, the Cardholder may board the bus when it arrives at the BRT station. The Fare Media must always be kept in the Cardholder’s possession as proof of fare payment between their boarding and alighting of the bus. If the Fare Media is rejected for any reason, the Cardholder will be required to add value to their chosen Fare Media and attempt to validate their fare again, prior to boarding the BRT bus.

4.4 – Free Transfers

  • A two-hour free transfer is provided on local bus service and rapid bus service. Free transfers are processed automatically by the MyKey Fare Media system for all Fare Media. The two-hour free transfer period begins when a fare payment is deducted from a Fare Media. During this two-hour free transfer period, the Cardholder has access to unlimited transfers between any local or rapid bus service.
  • To complete a free transfer, the Cardholder must re-validate his/her/their Fare Media to begin their transfer, either via the on-vehicle validator of the bus that the Cardholder is transferring to (for transfers to local buses) or via a rapid transit station validator (for transfers to rapid buses).
  • Free transfers are not available on IndyGo’s Open Door service.
  • Free transfers are available to registered and unregistered Fare Media. 

4.5 – Fare changes

  • All fares, including promotional or discounted fares of any kind and made available to a specific category of persons, are subject to change, review, and withdrawal by IndyGo at any time, and subject to such terms and conditions as IndyGo may deem fit.
  • Reproduction of a Card and/or its contents, or possession of a fraudulent Card is illegal and subject to criminal prosecution pursuant to Indiana Code §35-43-5 et seq.

5. Lost, Stolen, or Damaged MyKey Fare Media

5.1 – MyKey Balance Protection

  • Balance Protection allows for a Cardholder to temporarily suspend the use of a Card registered to their Personal Account, thereby freezing the balance of the Fare Media. To do so, the Cardholder must report the Fare Media as lost or stolen via the Mobile App, Web Portal, or by contacting IndyGo’s Customer Service Department. Once a Fare Media is suspended, any remaining balance can be transferred to a new physical Fare Media Card registered to the Cardholder’s Personal Account. The original Card can also be re-activated if located by the Cardholder. To re-activate a Fare Media, a Cardholder must contact IndyGo’s Customer Service Department.
  • Balance Protection applies only to a Card that is registered.
  • Cardholders are responsible for immediately reporting a lost or stolen Card to IndyGo, either via the Mobile App, Web Portal, or by contacting IndyGo’s Customer Service Department.
  • Registered Cards reported to IndyGo as lost or stolen will be immediately deactivated and replaced, as more fully addressed in Section 5.4 below.
  • Balance Protection applies only to the Card balance available at the time the Card is reported to IndyGo as lost or stolen. 

5.2 – Cardholder Responsibilities

  • The Cardholder shall take all reasonable care of a Fare Media to prevent it from damage, defacement, destruction, loss of battery power (in the case of Digital Fare Media), or loss of any kind.
  • The Cardholder shall not alter or interfere with the graphic or card data of a Card and shall take all reasonable measures and care to ensure that the graphic and card data are not interfered or tampered with.

5.3 – Damaged or defective cards

  • A Cardholder who has a damaged or defective Card may visit the Downtown Transit Center customer service desk or by calling IndyGo’s Customer Service Department for the issuance of a new Card. If a Card is found to be defective, it will be replaced at no cost to the Cardholder, provided that the defect(s) were not caused by Cardholder misuse or improper handling. If the Card is deemed defective due to Cardholder misuse or improper handling, the replacement of the Card will be subject to the payment of the card replacement fee.

5.4 – Lost or Stolen Cards

  • A Cardholder who loses or has stolen a registered Card, as described in Section 5.1,  should immediately report the card as lost or stolen through the Mobile App or Web Portal, by calling IndyGo’s Customer Service Department, or by visiting the Downtown Transit Center customer service desk.
  • Proof of identity is required to replace a Card when reported as lost or stolen. Proof of identity can be provided in two forms: 1) A government issued identification (ID) that matches the name and address of the Cardholder; or 2) the four-digit account verification Registered Identification Number (PIN) that is chosen by the Cardholder when he/she/they creates a Personal Account.
  • Once the Cardholder reports a registered Card lost or stolen, and upon providing proof of identity and payment of the card replacement fee, IndyGo’s Customer Service Department will transfer the lost or stolen Card’s balance directly onto the replacement Card. Only the balance as of the date and time the registered Card was reported lost or stolen will be transferred to the replacement Card. The Cardholder may choose to receive their replacement Card in one of three ways:

1) a new, physical Fare Media Card loaded with the balance provided to the Cardholder, in-person at the Downtown Transit Center customer service desk;

2) a new, physical Fare Media Card loaded with the balance mailed to the Cardholder; or,

3) the balance can be transferred to another Personalized Card already registered to the Cardholder.

  • Once a Cardholder reports their Card as lost or stolen, use of the Card and the Card’s Stored Value will cease immediately. If a Card is found after being reported as lost or stolen, the card can be reactivated by contacting IndyGo’s Customer Service Department and providing the account verification PIN.
  • Once reported as lost or stolen, the Stored Value balance from a lost or stolen Card can be transferred to a new Card by an authorized representative of IndyGo’s Customer Service Department. Additionally, a Cardholder can use the Mobile App or Web Portal to transfer the balance of the lost or stolen Card to a different Fare Media Card registered to their Personal Account, provided that the Card is a Personalized Card.
  • The Cardholder is responsible for all transactions that occur between the time that a registered Card is lost or stolen and the time that that the Card is reported to IndyGo’s Customer Service Department as lost or stolen. IndyGo will not reimburse any Stored Value that is deducted from the Card prior to the Card being reported as lost or stolen.

6. Overpayments and Refunds

6.1 – Overpayments at ticket vending machines

As detailed in Sections 2.13 and 3.7, ticket vending machines do not provide change. If an individual  purchases a Card or adds Stored Value to a Fare Media at a ticket vending machine, all cash inserted into the ticket vending machine will be applied to the Fare Media as Stored Value.

6.2 – Refunds

Balance refunds are not provided in any circumstance.

6.3 – Balance adjustments due to malfunctioning equipment

Any request for a Fare Media balance adjustment due to improper functioning MyKey equipment must be received by IndyGo’s Customer Service Department within four (4) calendar days from the alleged event.

7. Suspended Fare Media

In certain circumstances as described below, a Fare Media may be blocked from use on IndyGo’s services.

7.1 – Fare Media Suspension

  • A suspension may be applied in the following scenarios: Card reported as lost or stolen, repeated failure to pay fare evasion citations, Cardholder is a documented safety risk to the transit system and/or customers, or fraudulent use of a fare media.
  • A suspension can be removed by calling IndyGo’s Customer Service Department, if conditions for removing the suspension have been met.

7.2 – Removal from Reduced Fare Programs

Criminal conviction for an act committed on IndyGo’s premises or posing a threat to the safety of others using IndyGo’s services, while using a Reduced Fare Program Card may result in loss of riding privileges and/or a permanent revocation of that Special Fare Program Reduced Fare riding privilege.

8. Fare Inspection

  • All Fare Media must be validated regardless of Fare type (Full, Half, or Fare-Free).
  • Fare Media must be retained by the Cardholder for the duration of the trip, from the boarding process through the alighting process.
  • Fare Media must be provided upon request by any IndyGo fare inspector(s) to verify proof of fare validation.
  • Anyone deemed to not have proof of fare payment may be asked by the fare inspector to exit the IndyGo bus at the next regularly scheduled bus stop.
  • The Cardholder is responsible for any damages or malfunction of a Fare Media that may occur while using IndyGo service. This includes, but is not limited to, battery loss of Digital Fare Media, a broken or malfunctioning mobile phone that cannot display proof of payment via the Mobile App, destruction of a fare card, etc.
  • Failure to provide proof of validation to a fare inspector, including failure due to any technical issues with a mobile phone, may result in the passenger’s removal from the bus and/or issuance of a written warning or application of a citation fee.
  • Fraudulent use of a Fare Media may result in the issuance of a written warning or application of a citation fee. Fraudulent use includes, but is not limited to, an individual using another Cardholder’s registered Fare Media (such as a Reduced Fare Card) or use of a fare media that is not an IndyGo approved Fare Media.
  • Repeated abuse of the MyKey fare system and/or repeated failure to pay fare may result in the suspension or temporary ban of an individual from using IndyGo’s services.

9. Conditions for Services and Facilities

While using the services and/or facilities of IndyGo, the Cardholder shall observe, perform, and comply with all applicable terms and conditions, by-laws, rules, regulations and codes of conduct of IndyGo. IndyGo has adopted the Customer Code of Conduct which is available at IndyGo.net. Cardholder shall be subject to IndyGo’s Customer Code of Conduct when riding and using the IndyGo bus system or IndyGo facilities, including but not limited to the Downtown Transit Center and all IndyGo transit stations, bus stops and/or bus shelters.

10. Disclaimer/Indemnification

INDYGO EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY, EXPRESS OF IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED OR EXPRESS WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. BY USING THE SERVICES PROVIDED BY INDYGO PURSUANT TO THE TERMS AND CONDITIONS PROVIDED HEREIN, YOU AGREE TO INDEMNIFY AND HOLD HARMLESS INDYGO, ITS TRUSTEES, AGENTS AND EMPLOYEES, FROM AND AGAINST ANY AND ALL DAMAGE, LOSS, COST, EXPENSE OR LIABILITY RELATED TO, ARISING FROM, OR AS A RESULT OF THE USE OF FARE MEDIA OR ANY OTHER SERVICE DETAILED IN THE TERMS OF THIS AGREEMENT.

11. Confidentiality of Information

11.1 The collection, use and security of information obtained from Cardholders is subject to the MyKey Privacy Policy, available at IndyGo.net/MyKey. This policy may be amended at any time, as deemed necessary by IndyGo. Any changes to the Privacy Policy will be posted on the MyKey Web Portal at IndyGo.net/MyKey, including the date of the amendment.

11.2 The Cardholder retains the right to review and edit all personal information pertaining to his/her/their Personal Account. Any inquiry or request to obtain information, in accordance with the above provisions, should be directed in writing to IndyGo’s Customer Service Department. The Service Providers may adopt procedures for the review of such information, including but not limited to charging a fee for processing requests for access to personal information.

11.3 As a public municipal corporation organized under the laws of the State of Indiana, IndyGo is subject to the Indiana Access to Public Records Act requiring IndyGo to make available to the public, upon receipt of an APRA request, any written record that is considered public domain under state and federal law. A record containing information considered to be Confidential, and exempted as such under the APRA, will be protected from disclosure.

12. Termination

IndyGo may terminate this Agreement at any time and for any reason. Upon such termination, IndyGo may deactivate the Cardholder’s Fare Media and/or request surrender of the Cardholder’s Card.

13. Changes to this Agreement/Notice Provisions

IndyGo reserves the right to change the terms of this Agreement and any associated policies at any time by providing written notice on the MyKey Web Portal at IndyGo.net/MyKey at least thirty (30) days prior to the effective date of such change. The Cardholder will be deemed to have received such notice thirty (30) days after posting of that notice on the MyKey Web Portal. The Cardholder’s use of Fare Media any time after the thirty (30) day notice period expires will be deemed an acceptance of the change.

15. Governing Law

This Agreement shall be governed and construed in accordance with the laws of the State of Indiana.

16. General

Failure to comply with any portion of this Agreement may result in IndyGo blocking the use of a Fare Media.

When a Fare Media is blocked in accordance with above, the refund of any remaining value on the Fare Media shall be at the sole and absolute discretion of IndyGo and subject to such conditions as IndyGo deems fit, including, without limitation, surrender of any Card(s).

All trademarks, service marks, and logos (“The Trademarks”) used by IndyGo are registered and unregistered Trademarks of IndyGo. Nothing contained herein shall be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trademark without the express written permission of IndyGo.

17. Communications

All Cardholder questions, notifications, and communications shall be addressed to IndyGo’s Customer Service Department.