Terms and Conditions of Travel

1. Agreement to Terms

By booking and using the airport shuttle services provided by Book A Ride NZ ("we", "us", "our"), you ("the passenger", "you", "your") agree to be bound by these Terms and Conditions of Travel. These terms constitute a legally binding agreement between you and Book A Ride NZ. If you do not agree to these terms, you must not use our services.

2. Service Description

Book A Ride NZ provides door-to-door airport shuttle and transfer services throughout the Auckland region, including but not limited to transfers to and from Auckland International Airport, accommodation venues, cruise terminals, and other designated locations.

Our services are subject to availability and booking confirmation. We reserve the right to refuse service to any passenger for any lawful reason, including but not limited to intoxication, disruptive behavior, or safety concerns.

3. Booking and Payment Terms

3.1 Booking Confirmation

A booking is confirmed only when you receive written confirmation via email or SMS from Book A Ride NZ. Verbal bookings or unconfirmed online submissions do not constitute a valid booking.

3.2 Pricing

All prices are quoted in New Zealand Dollars (NZD) and include GST where applicable. Pricing is calculated based on distance traveled, number of passengers, luggage requirements, and any additional services requested. Prices quoted at the time of booking are guaranteed for that specific booking only and are subject to change for future bookings.

3.3 Payment

Payment is required at the time of booking via our secure online payment system. We accept major credit cards and debit cards. Payment receipts will be provided via email. In cases of pre-arranged corporate accounts, alternative payment terms may apply as agreed in writing.

3.4 Additional Charges

The following charges may be added to your booking. Where practicable we will tell you before a charge is incurred; where that is not possible (for example, soiling discovered after a trip) we will notify you promptly with supporting evidence.

• Child restraints: NZD 10 per child seat or booster seat, per direction of travel.
• Additional passengers: charged per the rates shown at the time of booking.
• Oversized or excess luggage: an oversized-item handling fee applies. Bicycles, surfboards, skis, golf bags and similar items must be declared before booking so a suitable vehicle can be allocated; undeclared oversized items may be refused carriage, in which case the booking is treated as a no-show under clause 4.3.
• Waiting time: beyond the grace periods in clause 4.4, charged per 15 minutes (or part thereof) at the rate advised at the time.
• Additional stops or route changes requested during transit, and any resulting additional distance or time.
• Soiling and cleaning: where a vehicle requires cleaning beyond normal use — including vomit, spillage, or the carriage of items causing contamination — a cleaning fee applies, calculated on the actual cleaning cost plus the vehicle's lost availability, supported by evidence.
• Damage: the reasonable cost of repairing damage caused wilfully or negligently by a passenger, supported by evidence of the repair cost.
• Tolls, parking, ferry and airport access fees incurred in performing the service.
• Services outside standard hours, where a surcharge was disclosed at booking.

Where an additional charge arises after the trip, we will invoice the payment method used for the booking or issue an invoice payable within 7 days.

4. Cancellation and Refund Policy

4.1 How to cancel

Cancellations must be made in writing to the email address on your booking confirmation, or by replying to that confirmation. A cancellation takes effect from the time we receive your written request, not the time you sent it, and we will confirm it in writing. Telephone cancellations are not effective until confirmed by us in writing. The cancellation fee is determined by the time remaining before your scheduled pickup time at the moment we receive the request.

4.2 Cancellation fee schedule

Payment processing fees (including Stripe or other payment gateway transaction fees) are non-refundable when an order is cancelled. Where a refund is due, it is calculated on the fare and the processing fee is deducted from the amount returned.

Why these fees apply. Once a booking is confirmed we allocate a vehicle and driver to your trip and decline other work for that time slot. The closer a cancellation falls to the pickup time, the less able we are to re-sell that slot, and driver allocation and payment obligations may already have been incurred. These fees are a genuine pre-estimate of the loss we suffer, not a penalty, and are graduated so that they remain proportionate to the notice given.

4.3 No-shows and failure to travel

A booking is treated as a no-show, and the full fare is payable, where:

• the passenger is not at the pickup location at the end of the applicable grace period in clause 4.4 and cannot be contacted on the phone number supplied;
• the pickup address supplied is materially incorrect, inaccessible, or the passenger is not at it;
• the passenger declines to travel, or the driver reasonably refuses carriage under clause 5.4 (conduct) or clause 10 (prohibited items); or
• the number of passengers, luggage, or unremarked oversized items exceeds what was booked such that the allocated vehicle cannot lawfully or safely carry them.

Drivers will attempt contact by phone and, where practical, wait for the grace period before departing.

4.4 Waiting time and grace periods

• Standard (non-airport) pickups: 15 minutes free from the booked time.
• Airport arrivals — domestic: 30 minutes free from actual landing time.
• Airport arrivals — international: 60 minutes free from actual landing time, allowing for immigration, baggage and biosecurity.

Waiting beyond the grace period is charged per clause 3.4. Provide your flight number at booking so we can track your actual landing time — if you do not, we schedule from the time you gave us and the standard 15-minute grace period applies.

4.5 Changes to a confirmed booking

Changes to date, time, addresses, passenger numbers or luggage must be requested in writing and are subject to availability. Changes requested 12 hours or more before pickup are made free of charge, though the fare may be recalculated where the change affects distance, duration, vehicle size or the number of passengers. Changes requested less than 12 hours before pickup are treated as a cancellation and a new booking, and the fee schedule in clause 4.2 applies to the original booking. Moving a booking to a new date is not a cancellation provided the request is made 12 hours or more in advance and the new date is within 90 days.

4.6 Flight delays, cancellations and missed flights

Where you have supplied a flight number, we monitor the flight and adjust the pickup at no charge for delays within the same day. If your flight is cancelled or diverted, contact us as soon as practicable: we will reschedule at no cancellation fee where we are notified before the driver has been dispatched. If we are not notified and the driver attends, clause 4.3 applies.

4.7 Cancellation by Book A Ride NZ

If we cancel a confirmed booking for any reason within our control, you receive a full refund including any payment processing fees, and we will make reasonable efforts to arrange an alternative vehicle or operator. Where cancellation results from a Force Majeure Event (clause 7.4) or from conditions that make the journey unsafe or unlawful — including severe weather, road closures, civil emergency, or a lawful direction of a public authority — we will refund the fare in full but are not liable for consequential losses. Nothing in this clause limits your rights under clause 7.6.

4.8 How refunds are made

Refunds are made to the original payment method within 10 business days of the cancellation being confirmed. We cannot refund to a different card or account. Your bank or card issuer may take additional time to post the funds. Refunds of bookings paid by bank transfer require account details and may take longer.

4.9 Chargebacks

If you have a concern about a charge, please contact us first under clause 8 — most issues are resolved quickly. Initiating a chargeback for a service that was provided, or for a cancellation fee properly applied under these terms, does not extinguish the amount owing. We reserve the right to recover amounts properly due, together with any chargeback fees charged to us by our payment provider, and to decline future bookings.

4.10 Group, corporate and peak-period bookings

Bookings of four or more vehicles, event and charter work, and bookings for 20 December to 10 January may be subject to a deposit and to separate cancellation terms, which will be disclosed to you in writing before the booking is confirmed. Where those terms apply they prevail over clause 4.2 to the extent of any inconsistency.

5. Passenger Responsibilities

5.1 Punctuality and Pickup

Passengers must be ready at the designated pickup location at the scheduled time. A grace period of 10 minutes is provided. After this time, waiting charges may apply at the rate of $15 per 15 minutes or part thereof. If a passenger is not present within 30 minutes of the scheduled pickup time and has not made contact, the booking may be canceled as a no-show with no refund.

5.2 Accurate Information

Passengers must provide accurate information at the time of booking, including: correct pickup and dropoff addresses, accurate passenger count, special requirements (child seats, wheelchair access, etc.), and valid contact details. Failure to provide accurate information may result in additional charges or service refusal.

5.3 Luggage

Each passenger is entitled to one standard suitcase (maximum 23kg) and one piece of hand luggage. Oversized luggage, sporting equipment, or excess baggage must be declared at the time of booking and may incur additional charges. We reserve the right to refuse transport of items that pose a safety risk or exceed vehicle capacity.

5.4 Conduct

Passengers must conduct themselves in a respectful and lawful manner. We reserve the right to refuse or terminate service without refund if a passenger: is intoxicated or under the influence of drugs, behaves in a threatening, abusive, or disruptive manner, damages company property, smokes in the vehicle, or violates New Zealand law. Any damage caused to vehicles will be charged to the passenger responsible.

5.5 Children and Infants

Children must be properly secured in age-appropriate child restraints as required by New Zealand law. Child seats can be provided upon request at the time of booking for an additional fee. Children under 14 must be accompanied by an adult.

6. Flight and Schedule Changes

6.1 Airport Pickups

For airport pickup services, we monitor flight arrivals and adjust pickup times accordingly at no extra charge. However, passengers must provide accurate flight information at the time of booking. If your flight is delayed by more than 3 hours, we will make reasonable efforts to accommodate you, but cannot guarantee immediate availability.

6.2 Schedule Changes

If your travel plans change, you must notify us as soon as possible. Early notification increases the likelihood of accommodating changes without penalty. Last-minute changes (less than 12 hours before scheduled pickup) are subject to the cancellation and modification policies stated above.

7. Liability and Insurance

7.1 Personal Injury

All vehicles are fully insured in accordance with New Zealand law. In the event of an accident, claims for personal injury are covered by New Zealand's Accident Compensation Corporation (ACC) system. Our liability for personal injury is limited to the extent provided by law and our insurance coverage.

7.2 Property Damage and Loss

While we take all reasonable care with passenger belongings, we are not liable for loss, theft, or damage to personal property, luggage, or valuables during transport. Passengers are responsible for their own belongings at all times. We strongly recommend comprehensive travel insurance. Maximum liability for lost luggage is limited to NZD $500 per passenger, and claims must be reported immediately to the driver and confirmed in writing within 24 hours.

7.3 Missed Flights and Consequential Loss

While we make every effort to provide timely service, we are not liable for missed flights, appointments, or consequential losses arising from delays due to traffic conditions, road accidents, weather events, vehicle breakdowns, or other circumstances beyond our reasonable control. Passengers are advised to allow adequate time for their journey and to have contingency plans for important time-sensitive travel.

7.4 Force Majeure

We are not liable for failure to perform our obligations due to events beyond our reasonable control, including but not limited to: acts of God, natural disasters, extreme weather conditions, civil unrest, government actions, strikes, pandemics, terrorism, or major traffic incidents. In such circumstances, we will make reasonable efforts to provide alternative solutions or refunds where appropriate.

7.5 Maximum Liability

Subject to clause 7.6, and to the maximum extent permitted by law, our total liability to any passenger for any claim arising from or related to our services shall not exceed the amount paid by that passenger for the specific booking in question. Nothing in these terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by our negligence, or for fraud.

7.6 Your rights under New Zealand consumer law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot lawfully be excluded. Where you acquire our services as a consumer, the guarantees in the Consumer Guarantees Act apply and prevail over any inconsistent provision of these terms — including the limitations in clauses 7.1 to 7.5. If any part of these terms would otherwise breach those Acts, that part applies only to the extent the law allows.

Where you acquire our services for the purposes of a business — including corporate accounts, travel agents, hotels and event organisers — you agree that the Consumer Guarantees Act does not apply, as permitted by section 43 of that Act, and that sections 9, 12A and 13 of the Fair Trading Act do not apply, it being fair and reasonable for both parties to be bound by this agreement given the commercial nature of the arrangement.

7.7 Accident Compensation (ACC)

New Zealand's accident compensation scheme provides cover for personal injury by accident and, in most cases, bars proceedings for compensatory damages for such injury. Nothing in these terms affects any entitlement you may have under the Accident Compensation Act 2001.

7.8 Licensing and compliance

We operate as a small passenger service in accordance with the Land Transport Act 1998 and associated rules. Our drivers hold current New Zealand driver licences with a passenger (P) endorsement, and our vehicles hold current registration, certificates of fitness or warrants of fitness, and passenger service insurance as required by law. Evidence of these can be provided on reasonable request.

8. Complaints and Disputes

8.1 Complaint Procedure

If you have a complaint about our service, please contact us in writing within 7 days of the service date. We will investigate all complaints promptly and respond within 14 business days. Complaints should be sent to the email address provided in your booking confirmation.

8.2 Dispute Resolution

In the event of a dispute, both parties agree to first attempt to resolve the matter through good faith negotiation. If negotiation is unsuccessful, the parties may pursue mediation before resorting to litigation. Any legal proceedings shall be conducted in accordance with New Zealand law and under the jurisdiction of New Zealand courts.

9. Privacy and Data Protection

We collect and process personal information in accordance with the New Zealand Privacy Act 2020 and our Privacy Policy. By using our services, you consent to the collection, use, and disclosure of your personal information as described in our Privacy Policy, available on our website.

10. Prohibited Items and Activities

The following items and activities are strictly prohibited in our vehicles:

• Smoking, vaping, or use of electronic cigarettes
• Consumption of alcohol or illegal drugs
• Weapons of any kind (unless legally carried by authorized security personnel)
• Hazardous materials or substances
• Illegal items or contraband
• Pets or animals (except registered assistance animals with prior notification)
• Any activity that endangers the safety of passengers or the driver

Violation of these prohibitions will result in immediate termination of service without refund and may be reported to authorities.

11. Intellectual Property

All content on our website, including but not limited to text, graphics, logos, images, and software, is the property of Book A Ride NZ or its licensors and is protected by New Zealand and international copyright laws. You may not reproduce, distribute, or create derivative works from any content without our express written permission.

12. Changes to Terms and Conditions

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this document indicates when changes were last made. Continued use of our services after changes are posted constitutes acceptance of the modified terms. We recommend reviewing these terms periodically.

13. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, such provision shall be severed from these terms, and the remaining provisions shall continue in full force and effect.

14. Entire Agreement

These Terms and Conditions, together with our Privacy Policy and Website Usage Policy, constitute the entire agreement between you and Book A Ride NZ concerning your use of our services and supersede all prior agreements and understandings, whether written or oral.

15. Contact Information

For questions about these Terms and Conditions or our services, please contact us: