terms & conditions

1. Issuer

The mymango app and website (together the ‘platform”) are issued by Carriage Return Transport Solutions Limited. Our registered office is at 88a Mansfield Road, Heanor, Derbyshire, DE75 7BG. Our company registration number is 14601046. We refer to ourselves as "Carriage Return Transport Solutions" or “CRTS” or "we" or "us" or "our" in these terms.

2. mymango user

A mymango user is any individual who uses mymango to travel, including the individual for whom the mymango account was originally set up. We refer to the mymango user, as "you" or "your" in these terms.

If the mymango user is below the age of 16, the parent/guardian who authorises the account set up for the mymango user, is the individual entering into a legal contract with us, in respect of the minor’s use of the platform (including, without limitation: topping up their account and redeeming credit).

If you’re 16 or above, and are a mymango user, you will be the individual entering into a legal contact with us, in respect of your use of the platform (including, without limitation: topping up your account and redeeming credit).

3. About these terms

These terms represent a contract between you and us with respect to your use of mymango, the platform, and all credit on your mymango account.

Creating and using your account on the platform is deemed acceptance of these terms and conditions.

The most up to date version of these terms and conditions will always be available at https://mango.crtransport.solutions/ext-links/static/legal/terms-conditions

Nothing in these terms and conditions affects your statutory rights.

4. What is mymango?

mymango is an app-based payment mechanism, issued under the brand "mymango", which stores an amount of credit or is linked to a credit source (such as a payment card). This credit may be used to pay for travel on certain public transport services, and to pay for parking and other services, as determined by us from time to time, including as detailed in these terms below. Deductions from this credit are made whenever you use mymango to pay but may also be grouped and charged at the end of a day into a single transaction, depending on the service(s) being purchased.

5. Account set up

You can create an account on the platform to use mymango, by using the mobile application.

As part of setting up your account we will email you using the email address you provide. You will then need to sign into your email account and click on the link in the email to activate your account. If you do not do this your account will not become active and the data inputted in an attempt to create an account will be deleted after a period of two weeks.

In the case of a minor, below the age of 16, we will require the consent of a parent/guardian above the age of 18, to authorise the setting up of an account in the name of the minor. Notwithstanding the name on the account, the parent/guardian who authorises the set up of the account, is the individual entering in to a legally binding contract with us, upon these terms and conditions.

Once you have set up an account you can register a credit or debit card against it, to top up your account.

You must keep your account details secret and take all reasonable precautions to prevent unauthorised or fraudulent use of them.

6. What can you do with your account?

When you sign in to your account, you can:

  • see your account balance;
  • view a record of your recent transactions made using mymango and your journey history;
  • top up your account
  • register a credit or debit card against your account, to make topping up easier;
  • select automatic top-ups and manage you automatic top-up settings;
  • view and update your personal details;
  • gift credit to other mymango users;
  • view, set and update your marketing preferences in respect of CRTS marketing and where relevant, third party marketing;
  • request to close your account;
  • send feedback to us
  • read messages and marketing information sent by us or other third-party operators (where you have opted in to receive such marketing information); and
  • apply for discounted travel schemes (where you are eligible to do so).
  1. Queries
    • mymango and our services

7. Queries

7.1 mymango and our services

If you wish to contact us at any time concerning mymango, please contact our customer services team at:

Carriage Return Transport Solutions Limited
88a Mansfield Road
Heanor
Derbyshire
DE75 7BG
Telephone: (01773) 712265
E-mail: support@crtransport.solutions

7.2 Third party services

If you have any queries relating to any third-party travel or other third-party services paid for using mymango, you should contact that third-party service provider directly. If you contact us first, we will redirect you to them and may help you contact them.

7.3 If we need to contact you

If we need to contact you for any reason, we will do so by writing to you at the email address registered against your account and/or sending you push notifications to the device registered against your account. You are responsible for regularly checking for emails from us and to ensure our emails are not sent to a junk mail folder.

8. Letting others use your mango account

You may not temporarily or permanently lend or give your mymango account to any other individual at any time. Each mymango account is specific to a particular user and cannot be shared. However, accounts authorised by parents/guardians for minors below the age of 16, can be used by the authorised minor. The authorising parent/guardian is responsible for the acts and/or omissions of the minor using the account and the platform, as if they were the acts and/or omissions of that parent/guardian.

9. Services mymango may be used for

Credit on mymango may only be used to pay for the services detailed below:

9.1 Public transport

You may use mymango to pay for travel on public transport services (for example, buses) which advertise that mymango is available for use on them. The range of transport services that accept mymango payments may change at any time and without you being informed. When you use mymango to pay for a journey, in most cases a separate contract of carriage comes into effect for that journey between you and the relevant operator, and a copy of that contract will be available from the operator directly. You acknowledge and agree that CRTS is not party to that contract and is not liable for that contract. Your mymango contract with us relates solely to the use of credit to pay for those services.

9.2 Other services

You may use mymango to pay for such other services as we may enable the mymango app to be used for from time to time in the future. We will specify at such time any terms governing the use of mymango to pay for such associated services at the time such use is enabled, either by an update to these mymango terms and conditions, or by general notice on our mymango web page, or by e-mail, or app notification to you. When you use mymango to pay for any such other services, a separate contract comes into effect between you and the provider of such other services, on, and subject to, that provider’s terms and conditions.

If you would like a copy of the terms and conditions of that provider, you must request a copy from, which them will be available on request. You acknowledge and agree that CRTS is not party to that contract and is not liable for that contract or any other services provided by that provider. Your mymango contract with us solely relates to the use of credit to pay for those services.

10. Refunds

To obtain a refund for a mymango journey, you should contact the customer services department for the operator of that journey directly in the first instance. If a resolution cannot be found or if there is a technical reason that explains why you have been overcharged for a mymango journey, you should contact our customer services team using the details provided at paragraph 7.1 above.

Any claim for a refund must be submitted within 28 days from (but excluding) the initial date of travel relating to that claim. Any claims submitted after this period will not be refunded. If your claim for a refund is successful, funds will be refunded to your account as soon as possible (but no later than 72 days from the date we approve your claim).

11. mymango account (credit) balance

11.1 Legal Status

The balance on your mymango account is electronic credit which legally amounts to a claim you have against us for the equivalent monetary value of that credit, subject to these terms EXCEPT THAT, where you are provided any credit for free (for instance, on a promotional deal), that credit will not be redeemable for the equivalent monetary value and it will be assumed that any such credit has been spent first when mymango is used to pay for anything after the date that free credit was provided.

11.2 Validity Period

mymango and all credit on your mymango account remains valid until 2 years from the later of the last top-up of credit to your mymango account or the last journey or other service you paid for using mymango. In other words, if you do not top-up or use your mymango account for 2 years, it will cease to be valid.

When your mymango account ceases to be valid, we may block its further use. We will provide you with a 30 day grace period to redeem any credit balance on your account, and if you fail to redeem the credit balance within this 30 day grace period, such credit balance will be forfeited and cancelled, so that we will not have to pay the monetary value of it to you.

11.2 Topping-up and automatic top-ups

You may top-up the credit on your mymango account at any time through the platform and through selected retailers, where we offer a cash transaction service through those selected third-party retailers.

All debit/credit card payments are subject to authorisation by your card issuer.

Your debit/credit card must be registered to a UK address.

You may set-up automatic recurring payments to top up your account with a stored payment card should you wish to..

Once automatic top-up is activated, you may choose a threshold from the options provided on the app. Whenever your account balance falls below the selected threshold, your account will automatically be topped up with the amount that you select as the automatic top-up amount.

After your account has been automatically topped up, we will collect payment from the payment card assigned for automatic top-up payments in your account.

As part of setting up automatic top-up you will enter into a continuous payment authority arrangement with us and your bank. This gives us permission to take automatic top-up payments from your debit/credit card on an ad hoc basis. Such payments are only to pay for automatic top-ups added to your account.

Non-acceptance of your continuous payment authority may be because we are unable to obtain authorisation from your bank for your payment or there is a system failure.

We will send you an email each time a payment is taken from your account following an automatic top up.

You may cancel, amend or update your automatic top-up settings at any time through the platform.

We reserve the right to suspend, withdraw, amend, or terminate operation of the automatic top-up process at any time and we will use all reasonable endeavours to provide prior notification to you of such events.

11.4 Payment for credit and gifting credit

You must pay to us in cash or cleared funds the monetary equivalent of all credit which you purchase for your mymango account. We will not be obliged to issue any credit for your mymango account until we receive such funds, and we may cancel any credit on your mymango account if we do not receive such funds.

Whilst an account is active you can gift credit to another mymango customer. You can do this by using your mymango balance or by initiating a payment from a debit card. To setup a payee you must scan or type in their unique code and this will be validated. All gifts are final and non-refundable. To make a successful gift, the transaction must not

  • reduce your mango balance below £10 if gifting from your mango credit; and/or
  • increase the mango balance of the recipient over the maximum threshold (currently £250).
11.5 Top-up timescales

It may take up to 24 hours, from receipt of funds, for any top-up credit to reach your mymango account and be usable to pay for travel or other services.

11.6 Minimums and maximums

We may specify and change from time to time, without informing you, the minimum amount of credit that may be added to your mymango account by a top-up, and the maximum value that your mymango account can hold.

As at the publication date of these terms and conditions, the minimum top-up value for a mymango account is £10.00, and the maximum amount of credit a mymango account can hold is £250.00.

11.7 Negative balances

We may at our discretion allow your mymango account to enter a negative balance, up to such amount as we may determine from time to time and subject to any conditions as we may determine from time to time without notice to you. Where we do allow negative balances, then you must top-up your mango account as soon as possible so that you can continue to use it.

The charges for travel will be deducted from your account balance on or around 4am the day immediately following the day of your travel. Consequently, if you make journeys and pay for them using the app, your account balance may fall in to a negative balance, if the fares due for those journeys equate to a sum that is more than the balance of your account, at the time we make the deductions from your account balance. . A negative balance amounts to the provision of credit by us to you. No interest charges will be levied against you for such credit, but you will need to clear any negative balance by topping-up your account promptly. For the avoidance of doubt, once your account reaches a negative balance, you will not be able to use the app to pay for any journeys or other services, until such time as you bring the account into credit.

11.8 Fraud checks

You acknowledge that we are allowed to ask a third party to provide a credit/fraud report on the basis of the credit or debit card details and other personal details you provide when you pay for credit to be added to your mymango account.

11.9 Redeption of credit

Provided that the credit has not been invalidated under section 11.2 above, and it is not free credit, as detailed in section 11.1, you may redeem the credit on your mymango account for the equivalent monetary value by requesting the closure of your account using the mymango app or via our website. Your account will be frozen immediately and, after a period of 2 days, the final balance on your account will be calculated. You will receive an email (to the email address registered against your account) with instructions directing you to a website, where you will need to enter a UK bank account number. Provided that you have redeemed the credit within 30 days of us sending you an email to do so, we will pay the redeemed credit in to that bank account, via BACs.

When you redeem credit, you warrant that any credit on your account was either originally paid for by you or was validly gifted to you by someone you know personally (we may ask for reasonable evidence of this before we provide a redemption of credit to you). You may not redeem any credit on your mymango account that was provided to you for free, including as part of any promotion. We may refuse redemption of any credit on your account, and freeze your mymango account, if we suspect that any redemption request is being made for fraudulent purposes or in connection with any crime, until we have been able to reasonably establish with you that this is not the case, and we may report the matter to the police.

You will be required to provide such information as we may reasonably request to support any redemption request made by you. We reserve the right to charge an administration fee of up to £10.00 for the redemption of credit from your account. Any administration fee will be deducted from your credit, and the remainder will then be returned to you.

Please note that your account can only be closed if it has a positive (or zero) credit balance, and any requests to close your account will not be processed if it has a negative balance. In such circumstances, you will need to pay the negative balance in full, for your account closure request to be processed by us.

11.10 Interest

You are not entitled to (and we will not pay) any interest or any other benefit on the credit held on your mymango account from time to time.

12 Using mymango

12.1 Scan-on Scan-off

When you use mymango to pay for travel, mymango operates by recording your journey from the point you scan-on to the point you scan-off the service. "Scan-on" means placing your device beneath the QR code reader at the point of boarding the service and scanning the QR code produced by your mymango app. "Scan-off" means placing your device beneath the QR code reader at the point of alighting the service and scanning the QR code produced by your mymango app.

You will need to request a new token (from your account) to travel, at least once every 24 hours. Upon receipt of the token, you will be able to travel entirely offline for the next 24 hours. The app will cycle the token and generate a QR code every 15 seconds. You will need to scan the QR code each time you with to pay for a journey using mymango. Tokens can be requested through the app, provided that you are logged in to your account and have suitable, working connection, to the internet. We reserve the right to decline a request for a token or QR code, at any time.

Each QR code must be used within 30 seconds of being generated, otherwise a new QR code will need to be requested.

The service provider will deduct from your mymango account credit equal to the amount of the applicable advertised single fare for that journey when paid for using mymango. If there is insufficient credit on your account, you will not be permitted to board that service using your mymango account, subject to section 12.7 above (negative balances). If you board without scanning-on, you may be subject to a penalty fare from the service provider, and you may be prosecuted. If you fail to scan-off, a penalty fare will be deducted from your mymango account (this will usually be the cost of a single journey from the point of scan-on to the final destination of that service, but it may be higher). If there is a fault with your mymango account or a QR code reader at the time of boarding, you will be required to purchase a separate ticket for your journey on the travel service, and you should not board any service until you have purchased a valid ticket. If there is a fault on any QR code reader on alighting, you should contact the operator’s customer services team who may, depending on the circumstances, refund any over-payment to your mymango account. You can also contact our customer services to arbitrate any disagreements.

We will have no liability to you, or any third party, for any fault or issues arising from obtaining or using a QR-code.

12.2 Journey data

All scan-on and scan-off data concerning journeys on mymango, including date, time, service, stop and fare is collected and recorded by third party operators, who operate the travel service. We will process this information on behalf of the third-party operator(s) so that we can determine and collect the correct fare from you.

All journey data will be processed in accordance with our Privacy Policy which can be found here: https://mango.crtransport.solutions/ext-links/static/legal/privacy-policy.

13. Fares

12.1 Fares set by service provider

All fares paid for using mymango are set by the provider of the service on which you are travelling, and you should consult the applicable published tariffs from the provider in question. We, as mymango account issuer, are not responsible for those fares, and you agree that there may be deducted from your mango account such fare as is charged from time to time by the service provider.

If the service provider deducts too low a fare, the balance may at any later time be deducted from your mymango account.

If an incorrect fare is deducted which is too high, you must obtain a refund directly from the service provider, and we, as mymango account issuer, will not be obliged to provide a refund to you.

To get the lowest price with mymango you are encouraged to 'tap in' and 'tap out' when both boarding and alighting the bus/tram/train. Failure to do so may incur a penalty/maximum fare charge from the transport operator.

13.2 Caps

The service provider may from time to time specify a maximum cap to apply for all journeys undertaken by you using your mymango in a day, week or other period, and/or in a geographical area or on a particular route. These caps are separate per service provider so, journeys with one service provider will not necessarily count towards journeys with another service provider. We, as mymango Issuer, are not responsible or liable for any such caps.

14. End user terms

14.1 Log-in details

You are responsible for maintaining the confidentiality of your mymango account username and password ("Login Details") and for preventing unauthorised access to your mymango account. You must keep your Login Details secret and take all reasonable precautions to prevent unauthorised or fraudulent use of them. You must not disclose your Login Details to any other person or record your Login Details in any way that may result in them becoming known to another person.

You agree that you are responsible for and answerable for all activities that occur within your mymango account through your Log-In Details, unless CRTS is proved to be at fault. You should inform us immediately if you have any reason to believe that your Login Details have become known to anyone else, or if the Login Details are being, or are likely to be, used in an unauthorised manner.

14.2 Lost, stolen and damaged

If the device on which your mymango account is registered is lost, stolen or damaged, you must advise our customer services team immediately (using the contact details in section 7 above). Your mymango account will then be frozen within our systems, as a precautionary measure. You will be liable for all use of your mymango account up until midnight on the day after it is reported to us.

We may ask you for reasonable information to support your claim, including proof of your identity and address, evidence to support that you are the valid account holder, and details of the circumstances of loss, theft or damage. On receipt of the above, and subject to us being satisfied that the claim is genuine, we will unfreeze your account and allow access to sign in on another device. In making any claim, you warrant that your claim is genuine.

14.3 Closing your account and dormant accounts

You may, at any time, close your mymango account via the mymango app or our website, provided that your account has a positive (or zero) credit balance. If your account has a negative balance, this must be cleared before your account can be closed, and any requests to close your account will be rejected if your account has a negative balance.

If your account is in credit, we will provide you with a 30 day grace period to redeem any credit balance on your account, and if you fail to redeem the credit balance within this 30 day grace period, such credit balance will be forfeited and cancelled, so that we will not have to pay the monetary value of it to you.

If an active account becomes dormant, due to non-use for a period of two years, we will close the account and prevent further use. If your account is in credit at the time of closure, we will provide you with a 30 day grace period to redeem any credit balance on your account.. You will receive an email (to the email address registered against your account) with instructions directing you to a website, where you will need to enter a UK bank account number. Provided that you have redeemed the credit within 30 days of us sending you an email to do so, we will pay the redeemed credit in to that bank account, via BACs. If you are unable to provide a UK bank account number and receive monies via BACs, you must contact us (using the details provided in section 7.1) advising why you are unable to provide such information. Provided that we receive such notification within the 30 days grace period, we will seek to provide a refund via alternative means (such as a cheque). In all other circumstances, if you fail to redeem the credit balance within the 30-day grace period, such credit balance will be forfeited and cancelled, so that we will not have to pay the monetary value of it to you

14.4 Use of the app

When using the mymango app, you agree that you will:

  • except in the course of permitted sharing, not rent, lease, sub-license, loan, provide, or otherwise make available, the app in any form, in whole or in part to any person without prior written consent from us;
  • not copy the app, except as part of the normal use of the app or where it is necessary for the purpose of back-up or operational security;
  • not translate, merge, adapt, vary, alter or modify, the whole or any part of the app, nor permit the app to be combined with, or become incorporated in, any other programs, except as necessary to use the app as permitted in these terms;
  • not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the app, nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the app to obtain the information necessary to create an independent program that can be operated with the app or with another program (Permitted Objective), and provided that the information obtained by you during such activities; (i) is not disclosed or communicated without our prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and (ii) is not used to create any software that is substantially similar in its expression to the app; (iii) is kept secure; and (iv) is used only for the Permitted Objective;
  • comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the app.
14.5 Intellectual property

All intellectual property rights in the platform throughout the world belong to us (or our licensors) and the rights in the platform are licensed (not sold) to you. You have no intellectual property rights in, or to, the platform other than the right to use them in accordance with these terms.

15. Variation of these terms

We may at any time unilaterally vary these terms (including by adding, removing or changing any terms) and the functionality of your mymango account, in any way at our sole discretion, provided that no such variation will materially and unreasonably adversely affect your rights under these terms to redeem any credit on your mymango account for its monetary value. We may give notice of such change on our mymango webpage or in your mymango account.

If we have your contact details, we may also inform you of any such change by such method as we may reasonably decide. We will specify details of the terms changed, and the date on which the change will be effective. If we do not have your contact details, or we have incorrect contact details, you will be deemed to have accepted the change when it is implemented by us, and we will not be required to notify you of it.

16. Variation of the mymango app

From time to time we may automatically update the app to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively we may ask you to update the app for these reasons.

If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the app and the mymango services.

17. Termination

17.1 General right

We may stop your mymango account and terminate your right to use mymango at any time for any reason without warning. In such case, if we have your contact details, we will inform you of this as soon as possible with our reasons. In any other case, we may prevent further use or top-up of your mymango account but will permit you to request a redemption of the credit balance under section 12.9, subject to the terms of that section.

17.2 Improper behaviour

If any funds paid to us for any credit on your mymango account are claimed back from us by any payment provider, or we have reasonable grounds to suspect that, or receive any allegation that, mymango is being used by you for the purposes of or in connection with any crime, money laundering or terrorism, or that any credit has been paid for using the proceeds of a fraud, proceeds of crime, or stolen money, we may freeze your mymango account immediately, and block its further use and any redemption of the credit, until we have been able to resolve the position with you and reasonably establish with you that this is not the case.

18. Data protection notice

Under data protection legislation, we are required to provide you with certain information including who we are, how we process your personal data and for what purposes and your rights in relation to your personal data and how to exercise them. This information is provided in https://mango.crtransport.solutions/ext-links/static/legal/privacy-policy. It is important that you read this information so that you are aware of how we will use your personal data.

If at any point you wish for your personal data to be removed from our systems, your mymango account will need to be closed either through the app or by our Customer Services team, who can be contacted at support@crtranpsort.solutions. Your account must have a positive (or zero) credit balance before a request to delete your information will be processed.

19. Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

20. Other important terms apply to our contract

20.1 Transfer of contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your app and mymango services. We'll contact you to let you know if we plan to do this.

You can only transfer your contract with us to someone else if we agree to this.

20.2 Third party rights

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

20.3 If a court finds part of this contract illegal, the rest will continue in force

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

20.4 Even if we delay in enforcing this contract, we can still enforce it later

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

20.5 Which laws apply to this agreement and where you may bring legal proceedings

These terms are governed by English law and you can bring legal proceedings in respect of the platform and mymango services in the English courts.