Refund policy
With over 70 pay machines across our parking environment it is inevitable that there will occasionally be a problem. Fortunately, as part of our continuous investment programme to enhance the parking experience for our customers, we have renewed all of our pay machines in the borough and we are now able to identify and resolve machine faults more quickly. However, it is accepted that problems will still occur and we will do all we can to help you when this happens – your good will is important to us.
If you have lost any money through malfunction of a pay machine, we promise to investigate the issue through our detailed management system and to refund the parking time to you if we confirm we are at fault.
Helpful tips
- always allow a little time for the coins to drop and be detected;
- watch the display which will tell you what coins the machine has detected;
- press the green button for a ticket once the display shows the correct amount;
- check the tariff information to make sure you’ve put the right amount into the machine for a ticket;
- if you have put some money into a pay machine and not been issued with a ticket you should press the red coin return button to reclaim the coins from the coin refund tray;
- if you do encounter a problem please use an alternative machine in the car park.
Claiming a refund
In order to help us, we need as much information as you can provide. This should be in writing and should include:
- the name of the car park;
- the number or location of the machine;
- the date and time that you had the problem;
- details of the fault and how much you lost; and
- the tariff that you selected.
Once we have investigated this and established that money has been lost we will send you a complimentary parking ticket to replace the time that you bought. (Unfortunately, due to the low value of refund it is not economical for us to process a cash or cheque payment as a refund).
To claim a refund, please contact us by phone, email or letter giving as many of the above details as you can and we will investigate the issue and contact you back within seven working days.
Parking Services contacts
Postal: Parking Services
Level 6
Parkway MSCP
Parkway
Bury St Edmunds
Suffolk
IP33 3BA
Email: markets.carparks@stedsbc.gov.uk
Phone: 01284 757415
Fax: 01284 702795
