Cookies - we do not use cookies to store personal information about you, we only use them to improve our website for you.For more information see our Cookie & Privacy Policy page. Check that your number plate is kept clean so that the characters are clearly visible to the ANPR camera. This agreement is between you and Merseytravel. -If you change your nominated vehicle you must let us know by calling. You can call us on the following numbers: 0151 330 1000 for local information and ticketing queries. TERMINATING OR ENDING THIS AGREEMENT You must show your Disabled Persons (Blue) Badge to Merseytravel staff if they ask. Our online application process, or address change, will automatically verify your residency. We are sorry for any inconvenience caused. All commercial trips, or trips for a business, through the Mersey Tunnels must be declared and paid for via cash or card. Customers have the option to open a personal or business T-FLOW Account. This is likely due to your active Direct Debit payment date on your account. For the Kingsway (Wallasey) Tunnel, the maximum permitted gross vehicle weight is 38 tonnes. 75 per hour. T-FLOW is the most convenient way to pay for your journeys through the Mersey Tunnels, see our Tolls Fees and Charges. Customers can register vehicles of all classes and travel the same day and have the added benefit of the online account management facility. Merseytravel may, at any time, make minor changes (unlikely to affect your use of them) to the Account or Toll barrier and these terms in order to; Merseytravel may, at any time, make more significant changes to the Account, Toll barrier and these terms, if we do so we will notify you and you may then contact us to end the contract before these changes take effect and receive a refund of any monies paid. As was previously the case, a number of vehicles can be added to one account for electronic payment. For foreign licence plates the Account Holder must provide Merseytravel with the correct VRN and country code, failure to do so may result in passage being refused. Merseytravel reserve the right to refuse travel on an incorrect, blocked or duplicate VRN and the appropriate toll fee will need to be paid by other means such as cash or credit card. The number of journeys you have left for the year and how many journeys you have used so far, can be checked on our website at merseytunnels.co.uk or by calling, If you abuse the terms and conditions of this scheme or abuse any member of Merseytravel staff we will withdraw your concession without notice. If you drive a Class 1 vehicle and live within the Liverpool City Region (with local authorities of Halton, Knowsley, Liverpool, St Helens, Sefton and Wirral) you are entitled to a discount of 80p on journeys. You can access your account and statement information. FASTag is a device that employs Radio Frequency Identification (RFID) technology for making toll payments directly from the prepaid account linked to it. Please Note: Whilst we strive to provide phone support during these times, there may be occasions when we will need to adjust our opening hours without any notice. Yes, it is a condition of issue that is strictly monitored. Full details of tolls, fees and charges are available at www.merseytunnels.co.uk. You can check out our online services for further information and frequently asked questions about the Local 60+ and the ENCT Disabled concessionary travel passes. Take your form, a passport. We will contact you in advance to tell you we are suspending the Account unless the problem is urgent or an emergency. You hold a Disabled Persons (Blue) Parking badge We are sorry for any inconvenience caused. If there is a vehicle immediately in front of you, please do not attempt to follow on the green or amber light relating to that vehicle transaction. Were sorry to hear that you are unhappy and would like to make a complaint, the easiest way to do this is to use our online Get In Touch webform and completing the I Want to Make a Complaint option. Merseytravel does not exclude, or limit in any way, our liability to you where it might be unlawful to do so. Can I ride my bicycle through the tunnel? No trains are running from the station. ICICI Bank - Home. The discount is allocated to your T-FLOW account. In processing your Application and administering your Account, Merseytravel will take reasonable measures to ensure services are carried out using reasonable skill and care. The Resident Concession is only available for personal use. Booking requests can be made no earlier than 2-days before and no later than 7-days before your requested journey date. What if I dont want to register my vehicle for T-FLOW? It is affixed on the windscreen of your vehicle and enables you to drive through toll plazas, without stopping for cash transactions. Or you can visit a Merseytravel Centre. Find your ticket when you answer a few questions about you and your journey, I have a question about a Merseytravel Local 60+ or ENCT Disabled concessionary travel pass, I want to apply for a Merseytravel Local 60+ concessionary travel pass, I want to apply for a Merseytravel ENCT Disabled concessionary travel pass, My Merseytravel concession travel pass has been lost or stolen, My Merseytravel concession travel pass doesnt scan on the bus or is damaged, My Local 60+ concession travel pass has expired, and Ive not yet received my new one, I have a question about my MetroSmart card, My smart ticket is not activated on my MetroSmart card, I want to speak to someone about lost property, I want to apply for a Merseylink membership, I want to request a journey booking for Merseylink, I have a question about the Mersey Tunnels LCR Resident Discount scheme, I want to request a refund on my T-FLOW account, I want to cancel or change the Direct Debit on my T-FLOW account, I want to request a refund on my T-FLOW account, but the refund option is missing, I need a receipt for my journey through a Mersey Tunnel, The number plate on my vehicle is not being recognised at the Mersey Tunnels toll plaza, Merseytravel Centres: Locations and opening times, I want to report a damaged bus stop / shelter, Customer Services Contact Centre: Opening hours and contact numbers, I am a member of the press or media and have a query, Liverpool City Regions new trains could be running from next week, New bee-friendly bus shelter with 'living roof' installed at Mersey Ferries terminal, And here Ill Stay Steve Rotheram announces plans for new ferry built in the Liverpool City Region, Rail users set to benefit as Hillside becomes latest station to go step-free, Network Reviews, Consultations and Changes, Safety Advice for Drivers using the Mersey Tunnels, The Apprentice Travelcard for 19 24 year olds, Refunds, Returns, Compensation and Overcharging, A utility bill (e.g. Both Mersey Tunnels are open 24 hours a day, 364 days a year (on Christmas Day only Kingsway (Wallasey) Tunnel is open). Our staff will be able to help you over the telephone, between 8am and 8pm, Monday to Friday. The Account Holder shall make future payments to their Account in advance, by monthly Direct Debit or online top up using a debit or credit card via the Mersey Tunnels website. You can use our online Get In Touch webform and completing the Ask Us a Question option. Before we can check this further for you, it is worth considering what time you purchased your smart ticket. View the full Fast Tag Concessionary Travel terms and conditions (PDF), View the full T-FLOW Concessionary Travel terms and conditions (PDF). You will need your T-FLOW account number and email address, if the two match an automated email will be sent to you allowing you reset your password. To request a receipt, please have your card payment details available and click here. Equivalent proof that you are the keeper of the vehicle on an exclusive basis will be required for vehicles that are leased. Check out some of our frequently asked questions online. The maximum fine for breach of a byelaw is 1,000. Penalty surcharge 60. Please ensure you leave enough credit to cover any journeys that you need to make. JULY 2021 Evidence For Office Use Only You will need BOTH of the following Provided (Tick) Initials / Date Passport sized . You are able to top up your fast tag securely from this app. Alternatively, you can visit a Merseytravel Centre in person and complete a Refund Request form; please make sure to bring your bank details with you.. Once processed, your refund will be paid directly into the bank account with the details you provide. Lines are open 8am to 8pm, Monday to Friday for general enquiries. Once your application has been verified and eligibility approved, your vehicle will be automatically classified and when it presents at the toll plaza and is read by the camera and you will automatically be charged at the discounted toll rate. These payments are fixed and the penalties incurred by paying them off early would make the debt more expensive, so would be a false economy. Merseytravel is the strategic transport advisor to the Liverpool City Region Combined Authority and is also responsible, on its behalf, for transport delivery. What happens if I need to make more than my planned journeys? Details should be updated by January 31st, 2023. Penalty surcharge 60, 200 per hour. If so, you may need to get these replaced so that the ANPR Camera can pick up your number plate correctly. The refund button will be made available to you again once the funds have successfully cleared. Please enter your details below to apply for a T-FLOW Account with Mersey Tunnels. Vehicle class 1 may use any toll lane, vehicle classes 2, 3 and 4 must use attended lanes and the T-FLOW wide lanes at Wallasey. Once the Account is open Users can start to make journeys on the vehicles (VRN) registered. These are located in Birkenhead, Bootle, Huyton, Liverpool One, Queen Square and St Helens bus stations, Find your ticket when you answer a few questions about you and your journey. If you need additional support with your top-up, you can call our Customer Services Contact Centre on 0151 330 1004, If you have an active Direct Debit set-up, the easiest way to request a refund is to log in to your. Please Note: We cannot process refunds during a Direct Debit payment collection this means the refund button will be removed from your account 3-days prior to your Direct Debit collection date and up to 3-days after. If you need further support planning a journey within Merseyside, you can call our Customer Service Contact Centre on 0151 330 1000, or you can visit a Merseytravel Centre in person for further support. What documents do I need as proof of eligibility? We work together to make investments in areas that have a real impact on our communities, such as transport, employment, culture, digital and housing. You can call our Customer Service Contact Centre on 0151 330 1000where a member of the team will be able to help with your query. Due to the elections last year, instead of being a . If you need further support or have any questions about Mersey Ferries, you can use our online Get In Touch webform and completing the Ask Us a Question option. Once you are registered for the scheme our website allows you to amend your address online - the process will treat you like a new applicant and you must prove that you remain eligible for the Liverpool City Region residents discount. You can keep a track of your balance online and the lane display messages will also indicate when your balance is running low to alert you to top up your account. You can open an account for personal or business use and you can add, remove or change vehicles, as and when you need to. For all other enquiries please email ask@merseytravel.gov.uk. We will write to you to let you know that we are going to stop providing the service, at least 14 days in advance of stopping the services and will refund any sums you have paid into your Account. For vehicles using the Birkenhead (Queensway) Tunnel then the maximum permitted vehicle dimensions are 3.9m in height, 2.7m in width and 12m in length. You must make it in writing and you must enclose further relevant official documents, dated within the last 12 months, to support your appeal. As T-FLOW is a pre-payment scheme it will only operate whilst your account is in credit. For maximum convenience we recommend fixed monthly Direct Debit payments to your Liverpool Lime Street is currently closed to the public due to a security threat. Share Vehicle Details. If the ANPR Camera is not reading your number plate, first thing to do is to make sure that you dont have any old fast tags in your vehicle. Personal accounts are restricted to a maximum of 4 Users. Fast Tag users will be unable to top up their account during this time and we would advise users to top up their account in advance and avoid any inconvenience or delays to their journeys. Do I have to be in the vehicle to use the concession? Log in to manage your Mersey Tunnels account. What are the permitted size/dimensions of a vehicle through either of the Mersey Tunnels? Mar 17, 22 (Updated: Aug 05, 22) What problem are you having with merseytunnels.co.uk? However, we may close one of the Tunnels, usually at night, to carry out maintenance. Minimum charge one hour. Once payment has been approved, the barrier will rise. Online Recharge Customer may recharge his tag account online through Debit Card or Net Banking Web Portal for Customers Customers can access their statements by logging on the FASTag customer portal. Our postal address is: Merseytravel, PO Box 1976, Liverpool, L69 3HN. We will refund any payments you have made to your Account. Mersey Tunnels Fast Tag top up and account queries. We aim to have normal service resumed as swiftly as possible. 8. The documents you should supply are: It is the T-FLOW Account Holders responsibility to ensure that the Account has appropriate funds to operate the Toll Barrier. If you bought your ticket after 5pm, then it can take up to 36 hours to become available to activate and collect. as the ANPR Camera will only read those approved by the DVLA. Account Holder means the individual responsible for management of the T-FLOW account, Application means the formal application process followed by the Account Holder, Account means the account set up for the operation of electronic tolling / pay by plate through Mersey Tunnels T-FLOW Scheme for the Account Holder, Liverpool City Region means the districts of Halton, Knowsley, Liverpool, Sefton, St Helens and Wirral, VRN means the vehicle registration number(s) linked to the account for toll payment, Merseytravel means Merseytravel, the operator of the Mersey Tunnels, No 1 Mann Island, Liverpool, L3 1BP as well as its employees, agents, sub-contractors and assignees, Toll Barrier means the Mersey Tunnels toll barrier at Birkenhead and Wallasey toll plazas, Resident Concession means the discount available, upon application, to eligible residents of the Liverpool City Region. If we are unable to accept your Application, we will inform you of this in writing and refund any payments made to us in advance in full. The tour will take approx two hours. Or, you can visit a Merseytravel Centre in person for further support. Our passenger charter sets out any compensation you may be entitled if this does happen. However, if this is not possible for any reason, you will be prompted to supply a range of documents to verify your eligibility. We may transfer our rights and obligations to another organisation if required (such as a requirement due to change in law or governance) however, we will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under this agreement. Take your supporting documents to a Merseytravel Centre or post them to: You must book your tour in advance by calling 0151 330 1004 or emailing tours@merseytravel.gov.uk Tours take place on Thursday evenings at 5pm, and Saturday mornings at 10am. The appeal must be made in writing and you must enclose further relevant official documentation dated within the last 12 months to support your appeal. T-FLOW is the most convenient way to pay for your journeys through the Mersey Tunnels, see our Tolls Fees and Charges. T-FLOW is a video tolling system that reads your vehicles registration as you approach the toll lane. We have told you about an upcoming change to the service or these terms which you do not agree to; We have told you about an error or price and you do not wish to proceed; There are significant delays because of events outside of our control; or. Merseytravel is the strategic transport advisor to the Liverpool City Region Combined Authority and is also responsible, on its behalf, for transport delivery. Nothing in this agreement shall allow any other person or third party any benefit of any kind or any right to enforce the terms of this agreement. Once submitted, your complaint will be assigned a unique reference number and assigned to the relevant team or third-party operator for their review and direct response back to you. Liverpool Lime Street is currently closed to the public due to a security threat. There is a restriction to four vehicles for each personal account. This agreement, together with the Application, shall form a binding legal agreement between you and the Merseytravel which shall take effect upon receipt of your Application by Merseytravel. or pay for any additional journeys by cash or card. The lane display messages mounted on the right-hand side of each toll lane indicate the status of your T-FLOW account. Before using our Get in Touch option, check out our frequently asked questions below. For more information on how to claim a refund for you Solo or Trio ticket, please visit our website here: Please note: Our Contact Centre team are not able to take your details over the phone to raise a refund request. Our state-specific web-based blanks and crystal-clear instructions eliminate human-prone mistakes. Registered as living in a property in Halton, Knowsley, Liverpool, Sefton, St. Helens, or Wirral local authority boundaries, i.e., your property is within the council tax area of these councils. receive the highest rate of mobility component of the Disability Living Allowance; ** A small van weighs less than 3.5 tonnes, please see our Tolls, Fees and Charges for details. If you think this might happen due to a change in your journey pattern you can either top up your T-FLOW account online at. If you don't have a pre-paid tolls account and need to make a journey through the tunnel, please be aware that due to Covid-19 guidelines we do not provide change. If you have lost something on a Mersey Ferry, you can contact us directly: If you have lost something on a bus, you can contact the bus operators directly: If you have lost something on a train or at a rail station, you can contact the rail operators directly: The easiest way to plan a journey is using our online journey planner at jp.merseytravel.gov.uk. You have the legal right to end the contract immediately as above, the contract will not end until 28 days after the day which you contact us requesting to leave the T-FLOW scheme. If you live within the local authority boundaries of Liverpool, Wirral, Sefton, Knowsley or St Helens you will receive 200 free journeys every year. What happens if I change my vehicle or it is stolen? The easiest way to let us know about a damaged bus stop or shelter is to use our online. To request a receipt, please have your card payment details available and click here. You can pay by monthly Direct Debit, spreading the cost evenly throughout the year, or make a top up payment via debit/credit card as and when you need to. Merseytravel reserves the right to terminate this agreement and close the Account in accordance with clause 9 if we reasonably believe an Account is being used fraudulently or for illegal purposes. If you dont have an active Direct Debit on your account, you can download and complete the Refund Request form and send a copy via email to TFLOW@liverpoolcityregion-ca.gov.uk and a member of the team will process this manually. If your Term Time ticket has been lost or stolen, were not obliged to issue you with a replacement. Bicycles are not permitted through the Kingsway (Wallasey) Tunnel. Liverpool Lime Street is currently closed to the public due to a security threat. For Tunnel Fast Tag enquiries please email tag@merseytravel.gov.uk. MERSEYTRAVEL OBLIGATIONS Merseytravel endeavour to create a T-FLOW Account within 5 days of receipt and accepting your completed Application. If you use an automatic lane your concession will not work and you will have to pay the full toll for the journey. Customers will be asked to make an initial payment onto their T-FLOW account by debit or credit card, this will add credit allowing the customer to travel almost immediately and removing the need to wait for Fast Tags to arrive by post. Merseytravel accept payment by all major debit or credit cards (excluding AMEX). Merseytravel will charge a reasonable fee for any damaged, defaced or un-returned tag. Mersey Tunnels currently offers discounted toll rates for all residents of the Liverpool City Region. The debts are not of a level that would significantly impact the level of the toll. In the Top Up My Account panel, enter the amount you want to top-up and click the Top Up button. Type all necessary information in the necessary fillable areas. The simple answer is "No", the toll rate is not liable to VAT and therefore receipts are not issued to customers. you receive the mobility supplement of a War Pension. account to operate the Fast Tag system at the Toll Barrier (g) The Fast Tag shall at all times remain the property of Merseytravel and must be returned upon request. If your vehicle is returned, you must notify us immediately either online or by phone. The new video-tolling system is another example of the continued investment that the Combined Authority is making in both of our Mersey Tunnels. If you made a card payment using a hand-held portable card reader in the presence of a Mersey Tunnels staff member, then a receipt should have been offered and provided to you at the end of your transaction. Mersey Tunnels introduce T-FLOW the new scheme that replaces the Fast Tag system as the quick easy pre-payment option for travelling through the Mersey Tunnels. 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