Terms and Conditions
The terms and conditions outlined below apply to the issue and use of Digital Fare Media (DFM) on Shorelink services. Please read these terms and conditions to ensure you understand them fully. The Ministry of Transport (MoT) retains the right to amend these terms and conditions at their discretion.
What is Digital Fare Media (DFM)?
Digital Fare Media (DFM) is a modern fare infrastructure model that aims to make public transportation more convenient and efficient. DFM refers to electronic methods and systems used for fare payment and collection, replacing traditional paper tickets and tokens with digital alternatives, offering increased convenience, efficiency, and security.
What is Shorelink?
Shorelink is the new name for Bermuda's transit network, encompassing bus and ferry services. This rebranding consolidates all public transportation services under a single brand name. As part of the DFM project, users will be able to utilise app-based fare payment on Shorelink services. The Shorelink app will allow users to purchase ferry tokens, bus tickets, and passes via their mobile devices.
Agreement
By downloading and using the Shorelink app, you agree to be bound by these terms and conditions, as well as the conditions of travel applicable to Shorelink services.
How to access DFM?
Anyone can use DFM; you only need a mobile device and the Shorelink app. The Shorelink app can be downloaded from Google Play or Apple Store on your mobile device and from the Shorelink website. The tokens, tickets, and passes purchased on the app can be used for all Shorelink services and across zones.
Using the Shorelink app
Account Creation and Fare Purchase
To use the Shorelink app, individuals can either create an account or use it as a guest. Through the app's in-app ‘Store’, users can purchase fares, which are the same price as physical fares. For more details on the fare structure, please visit https://www.gov.bm/public-transportation-fares. Once a fare is chosen, it is placed within the ‘Cart’, where users can customise and amend the order. Once purchased, users can manage all their fares in the ‘wallet’.
Wallet Management
In the ‘wallet’, users can view activated and available tickets, check any conditions attached to their fares (e.g. valid time frames), and see the remaining number of tickets in booklets. To use a fare on Shorelink services, users must first activate the ticket within the app. Once the fare has been validated, it may be utilised for the indicated period (e.g. one (1) trip, one (1) day, one (1) month, etc.) on all scheduled bus and ferry services for a single journey (ticket or token) or indicated day(s).
Multiple Profile Management
Users will have the option to create multiple profiles under a single customer account. This includes one main profile (the primary profile) and several sub-profiles managed by the main profile holder. To navigate the app, users must select a profile from a displayed list of available profiles upon logging into the customer account. Each profile has its own ticket wallet; however, secondary profiles cannot:
- Manage account information (email, password, address)
- Manage payment methods
- Delete a customer account
Moreover, the main profile cannot purchase tickets for sub-profiles directly; instead, the app must be switched to the sub-profile to complete purchases. Note that the primary profile holder is responsible for managing sub-profiles and ensuring compliance with these terms.
Special Fares
Individuals entitled to free fare (e.g., Seniors) can ‘purchase’ the applicable free pass on the app, which they can recall from their wallet when needed. To access this and other fares, users may be prompted to provide additional documentation for verification purposes. Users will be able to track the validation status of their documentation through the app. Only once this process is complete and verification approved will the pass be valid to use on Shorelink services. Note that users cannot ‘purchase’ fares requiring identity verification in ‘guest mode’ and will need to create an account.
Other features
Users will also be able to share fares with other Shorelink app users, allowing for greater flexibility and convenience when coordinating travel plans with family, friends, or colleagues. The app also allows users to view their transaction history.
Technical Difficulties
If the Shorelink app is unavailable due to technical difficulties, or if users cannot access their DFM, they will need to pay for Shorelink services by alternative means.
Using DFM
Upon boarding a Shorelink service, the sales agent, driver, or ferry operator will validate your fare (ticket, token, or pass).
Limitation of Liability
Should a bus stop or bus route be unable to operate fully or partially due to external reasons, including (but not limited to) roadworks, diversions, accidents, and severe weather, the MoT shall not be liable to refund journeys on any Shorelink service.
Additionally, MoT is not responsible for reimbursing users for unused or expired tickets or passes. It is the user's responsibility to ensure they use their fare and adhere to any conditions attached to it.
Fraud and Misuse
The MoT reserves the right to suspend or cancel Shorelink accounts found to be engaging in fraudulent or prohibited activities. Fraudulent activities and misuse of the Shorelink app may include, but are not limited to, the following:
- Selling Fares: Unauthorised selling or transferring of purchased fares to other users for personal gain.
- False Information: Providing false or misleading information during the account creation, fare purchase, or verification processes.
- Using Stolen Payment Information: Using stolen or unauthorised payment methods to purchase fares.
- Impersonation: Impersonating another user or attempting to use another user's account without permission.
Privacy and Data Usage
The Shorelink app collects personal information necessary for providing services, such as name, age, email address, payment information (credit or debit card details) and identity documentation. The information collected is used solely for the following purposes:
- Transaction Processing: Payment information is used exclusively to process fare purchases. Once the transaction is complete, no payment information is retained other than the details of the items purchased.
- Account Management: Information such as name, age, and email address are used to create and manage user accounts.
- Identity Verification: Verification documentation may be requested for identity verification purposes to confirm eligibility for special fares.
- Service Improvement: MoT may use anonymised data to analyse app usage and improve services.
MoT will retain user personal information only for as long as necessary to fulfil the purposes for which it was collected.
Contact Information
If you experience issues using the app you can contact customer service, via phone (information below), the app or the Shorelink website for assistance.
Additional Contact Information
For additional information about Shorelink services, including schedule times or physical fare details, please contact:
Department of Public Transportation
Phone: +1 (441) 292-3851
Address: 26 Palmetto Road, Devonshire DV 05, Bermuda
Department of Marine and Ports
Phone: +1 (441) 295-4506
Address: Department of Marine & Ports Services, East Broadway, 4 Crow Lane, Hamilton HM19
Hamilton Bus Terminal
Phone: +1 (441) 292 3851
Hamilton Ferry Terminal
Phone: +1 (441) 295 4506