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

Additional charges may apply for: waiting time beyond the included grace period, route changes requested during transit, additional stops not included in the original booking, oversized or excess luggage, child seats, pet transportation (where permitted), or services provided outside standard hours. Passengers will be notified of any additional charges before they are incurred where reasonably possible.

4. Cancellation and Refund Policy

4.1 Passenger Cancellations

• More than 24 hours before scheduled pickup: Full refund minus a 10% administrative fee
• 12-24 hours before scheduled pickup: 50% refund
• Less than 12 hours before scheduled pickup: No refund
• No-show: No refund

Cancellation requests must be made in writing via email to the address provided in your booking confirmation. Cancellation is effective only when confirmed by Book A Ride NZ in writing.

4.2 Modifications to Bookings

Modifications to confirmed bookings (date, time, pickup/dropoff locations) must be requested at least 12 hours before the scheduled pickup time. Modifications are subject to availability and may result in price adjustments. Modification requests made less than 12 hours before pickup will be treated as a cancellation and rebooking, subject to the cancellation policy above.

4.3 Company Cancellations

In the rare event that we must cancel your booking due to circumstances within our control, you will receive a full refund. We will make reasonable efforts to provide alternative transportation or reschedule your service. Our liability is limited to the refund of the booking fee; we are not responsible for consequential losses.

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

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.

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: