Cancellation and Refunds Policy
Cancellations by youCancellations can be made by you directly on our website by visiting Manage my Booking and, after filling in details of your booking, clicking, “Cancel my Booking”. Please check that you receive a reply email from us confirming that your booking is cancelled. Otherwise, you must follow up by contacting us to cancel your booking. Your booking is not considered cancelled until we have received your notice of cancellation. The date and time of cancellation is considered to be the day and time we receive your notice to cancel your booking and we will confirm receipt of your notice. See Refunds section below.RefundsYou are entitled to receive a 100% refund (minus the card processing fee) on your booking with no cancellation fee, so long as the cancellation is made, and received by us, more than 24 hours before your Pick-up Departure Time.
You are not entitled to a refund on your booking, if your cancellation is received by us 24 hours or less before your Pick-up Departure Time, or if you do not use the services for any reason other than due to the fault of the driver. No show by you and/or being late and No show or failed pick up due to events beyond control of driver.
Return transfers have a separate booking ID and so if you wish to cancel both legs of a booking, you need to manage them separately. If you cancel only one transfer and not the other, you will not be eligible for a refund for the non-cancelled part of the transfer.
All refunds will be processed as quickly as possible. It can take up to 7 business days for the funds to appear in your account. Please note that fees added and charged by your card provider are not refundable. You should contact your bank or credit card issuing company directly. If you have not received your refund within 7 business days, please us
Changes requested by youIf you want to change a confirmed booking, you can change it at any time 24 hours or more before your Pick-up Departure Time. You may request the change directly with us. The change will be effective when we receive the request from you.
Cancellations or changes made by Airporter If we cancel your booking or need to make a major change to your booking, we will inform you as soon as reasonably possible after we become aware of this. In this case, we will try to arrange an alternative Transport Provider for you, but if this is not possible, you are entitled to a full refund of the price paid by you for the affected part of the trip because of the cancellation or change, and we will have no further liability to you.
Meeting the driver and Refunds for No ShowsMeeting place and time, including minimum wait timesIt is the responsibility of all passengers to wait for the transfer at the pick up location detailed in your booking confirmation voucher, or as otherwise arranged and agreed between you and your driver. You should be at that location at least 15 minutes before the Pick-up Departure Time agreed with, or by your driver. Wait time included in booking for Airport Arrivals is 60 minutes from the time the flight lands. Non airport pick up locations wait time is 15 minutes
No show by you and/or you being lateIf you do not use the Transport Services (for example you are a “no show”) and you have not cancelled your Booking 24 hours or more before your Pick-Up Departure Time, you will not be entitled to a refund.
There is a charge for extra waiting time over and above the mentioned time, you will be responsible for paying those charges to the driver. The minimum wait time (for which there is no charge), where the Pick-up Departure Location is at, or outside, a hotel is 15 minutes after the Pick-up Departure Time, and where the Pick-up Departure Location is at, or outside, the international terminal of an airport, is 60 minutes after the Pick-up Departure Time.
If you believe that you may be delayed, you must contact your driver as soon as possible. Note that depending on the extent of your delay, there can be no assurance that the driver will be able to service your booking at that later time. If you fail to contact your driver to advise them of the delay, this will be considered a passenger No-show and you will not be eligible for a refund. But, with all delays, Airporter will offer to try to organise an alternative transport service for you, and if you agree to this, this will be treated as a new booking for which you will need to pay.
No show or failed pick up by driverIf you are at the Pick-up Departure Location at the Pick-up Departure Time, and the Driver is not there within 15 minutes of the Pick-up Departure Time, and the driver or Transport Provider has not contacted you, before you leave the Pick-up Departure Location, you must contact us on the contact details you were given when your booking was confirmed and also the driver if you have been provided their contact details . If you cannot contact either of them, make sure you do not miss your flight or other onward connection and make alternative transport arrangements. You should provide any evidence that your driver was not at the Pick-up Departure Location at, or within 15 minutes after, the Pick-up DepartureTime, including that you tried to contact the Transport Provider (and the driver, if you were given their contact details). . If the no-show by the driver is due to the fault or neglect of the Transport Provider or the driver, you will be entitled to a full refund.
Travel InsuranceWe strongly recommend that you travel with your own travel insurance, which is adequate for your needs.
Part 2These Terms set out some general information regarding our website and the terms that will govern your access to, and use of our website, irrespective of whether or not you make a booking with us.
Information serviceOur website may contain certain content added by people other than us. We do not endorse, sponsor or approve any user or third party generated content.
You accept that our website may not operate on a continuous basis and may be unavailable from time to time (including for maintenance purposes).
Your conductYou may only access and use the website (including any incidental copying that occurs as part of that use) for your own personal and non-commercial use.
You must not add any content to the website:
unless you hold all necessary consents to do sothat would cause you or us to breach any law, regulation, rule, code or other legal obligationthat is or could reasonably be considered to be obscene, inappropriate, defamatory, disparaging, indecent, seditious, offensive, pornographic, threatening, abusive, liable to incite racial hatred, discriminatory, blasphemous, in breach of confidence or in breach of privacythat would bring us, or the website, into disreputethat infringes the intellectual property or other rights of any person.In using the website you agree:
not to disrupt or interfere with any other user’s use of the websitenot to upload, post or otherwise transmit any viruses, malicious computer code or other harmful files through the websitenot to disrupt or interfere with the security of, or otherwise cause harm, to the websitenot to use any automated system or software to extract data from the website for any purpose whatsoever (Screen Scraping).We will reject and/or remove any Content where we believe, in our sole discretion, that any such activities have occurred.
Intellectual propertyWe own or licence from third parties all rights (including copyright and other intellectual property rights) subsisting in our website, and in all of the material (including all text, graphics, logos, audio and software) published, used or made available on this website (Content). All such rights are reserved.
Your use of our website and use of, and access to, any Content does not grant or transfer any rights, title or interest to you in relation to the website or the Content. However, we do grant you a licence to access the website and view the Content on the terms set out in these Terms.
You may print off one copy, and may download extracts, of any page(s) from our website for your personal, non-commercial use only, and you may draw the attention of others to the Content. You may not otherwise, in any form or by any means:
adapt, reproduce, store, distribute, print, display, perform, publish or create derivative works from any part of the website, the Content or any software or from any information obtained from the website; orcommercially exploit in any way any information, products or services obtained from any part of the website,without our prior written permission or, in the case of third party material, from the owner of the copyright (or other intellectual property rights) in that material.
If you breach any of these Terms, then (without limiting your other liabilities) your authorisation to use the website automatically ends and you must immediately destroy any downloaded or printed materials.
Where applicable, if you choose to post or add any content onto the website, and or our social media accounts, you grant us a perpetual, non-exclusive, royalty-free, irrevocable, worldwide and transferable right and licence to use that content in any way (including by reproducing, changing, and communicating the content to the public) and permit us to authorise any other person to do the same thing.
You agree that we may use any information provided by you in conjunction with the website or making a booking for Transport Services for distribution to third parties, which may involve the provisions of such information to overseas entities from time to time. Any personal information provided by you in conjunction with the website (including when making a booking for Transport Services) will be dealt with in accordance with our privacy policy, which can be accessed by clicking on the following link: Privacy Policy.
Links to third party websitesWe may offer links on the website to the websites of third parties. Such links are provided only as a convenience. We do not review the content of such websites, and neither endorse, nor are we responsible for, any content, advertising, products, services or other materials on or available from such third party websites. You assume full responsibility for your use of third party websites. Such websites may be governed by terms and conditions different from those of Airporter, and you should review the terms and privacy policies of those third parties before using their websites.
DisclaimerExcept for any loss or damage that is caused by the willful default or gross negligence of Airporter in circumstances where Airporter is not acting as the agent of the Transport Provider, , we exclude, to the maximum extent permitted by applicable law, all liability for any loss or damage, however caused which you may suffer directly or indirectly in connection with your use of the website or any linked Airporter website. This exclusion includes any loss or damage caused by loss of data, interruption of business or any consequential or incidental damages, or any loss arising out of your use of, or reliance on, information contained on, or accessed through, the website. Also, to the full extent permitted by applicable law, any condition or warranty which would otherwise be implied into these Terms is hereby excluded.
Despite the above, no provision of these Terms attempts or purports to exclude liability arising under applicable law if, and to the extent, such liability cannot be lawfully excluded.
If under any applicable legislation any condition or warranty or provision is implied, and that legislation prohibits us from excluding or modifying the application of, or our liability under, any such condition or warranty, that condition or warranty will be deemed included but our liability will be limited, where the breach of that condition or warranty relates to a service, to:
the supplying of the service again; orthe payment of the cost of having the service supplied again (for example in the case of a booking, the price paid for the booking).If none of the above is permitted under applicable legislation, then our liability is to be limited to the maximum extent permitted by applicable legislation.
We also accept no liability for any failure to comply with these Terms where such failure is due to circumstances beyond our reasonable control.
SecurityYou must take your own precautions to ensure that the process which you employ for accessing the website does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system.
Where any information made available on the website contains opinions or judgments of third parties:
you acknowledge that any opinions or advice by third parties on the website remain the responsibility of those third parties and we do not guarantee the accuracy, completeness or usefulness of that content or its fitness for any particular purpose;we do not purport to endorse the contents of any opinions or advice by third parties on the website nor the accuracy or reliability of any such opinion or advice; andwe do not accept liability for loss or damage caused by your reliance upon any information obtained through the website and it remains your responsibility to evaluate the accuracy, completeness and usefulness of any such information.Responsibility for the content of any advertisements appearing on the website (including hyperlinks to advertisers’ own websites) rests solely with the advertisers. The placement of such advertisements does not constitute a recommendation or endorsement by us of the advertisers’ products and each advertiser is solely responsible for any representations made in connection with its advertisement.
GeneralYou must not assign, sub licence or otherwise deal in any other way with any of your rights under these Terms.
If a provision of these Terms is invalid or unenforceable, it is to be read down or severed to the extent necessary without affecting the validity or enforceability of the remaining provisions.
Each party must at its own expense do everything reasonably necessary to give full effect to these Terms and the events contemplated by them.
Ignoring any other provisions of these Terms that may say otherwise, any provision of these Terms that imposes or contemplates continuing rights or obligations on you or us will survive the expiration or termination of these Terms.
If we waive any rights available to Us under these Terms on one occasion, this does not mean that those rights will automatically be waived on any other occasion.
Headings of the sections are for reference purposes only and will not be used to interpret or construe these Terms.
Governing law and jurisdictionThese Terms are governed and interpreted in accordance with the laws of Auckland, New Zealand.You agree that any dispute that may arise between you and us in connection with these Terms will be subject to the exclusive jurisdiction of the courts located in Auckland, New Zealand.
You are not entitled to a refund on your booking, if your cancellation is received by us 24 hours or less before your Pick-up Departure Time, or if you do not use the services for any reason other than due to the fault of the driver. No show by you and/or being late and No show or failed pick up due to events beyond control of driver.
Return transfers have a separate booking ID and so if you wish to cancel both legs of a booking, you need to manage them separately. If you cancel only one transfer and not the other, you will not be eligible for a refund for the non-cancelled part of the transfer.
All refunds will be processed as quickly as possible. It can take up to 7 business days for the funds to appear in your account. Please note that fees added and charged by your card provider are not refundable. You should contact your bank or credit card issuing company directly. If you have not received your refund within 7 business days, please us
Changes requested by youIf you want to change a confirmed booking, you can change it at any time 24 hours or more before your Pick-up Departure Time. You may request the change directly with us. The change will be effective when we receive the request from you.
Cancellations or changes made by Airporter If we cancel your booking or need to make a major change to your booking, we will inform you as soon as reasonably possible after we become aware of this. In this case, we will try to arrange an alternative Transport Provider for you, but if this is not possible, you are entitled to a full refund of the price paid by you for the affected part of the trip because of the cancellation or change, and we will have no further liability to you.
Meeting the driver and Refunds for No ShowsMeeting place and time, including minimum wait timesIt is the responsibility of all passengers to wait for the transfer at the pick up location detailed in your booking confirmation voucher, or as otherwise arranged and agreed between you and your driver. You should be at that location at least 15 minutes before the Pick-up Departure Time agreed with, or by your driver. Wait time included in booking for Airport Arrivals is 60 minutes from the time the flight lands. Non airport pick up locations wait time is 15 minutes
No show by you and/or you being lateIf you do not use the Transport Services (for example you are a “no show”) and you have not cancelled your Booking 24 hours or more before your Pick-Up Departure Time, you will not be entitled to a refund.
There is a charge for extra waiting time over and above the mentioned time, you will be responsible for paying those charges to the driver. The minimum wait time (for which there is no charge), where the Pick-up Departure Location is at, or outside, a hotel is 15 minutes after the Pick-up Departure Time, and where the Pick-up Departure Location is at, or outside, the international terminal of an airport, is 60 minutes after the Pick-up Departure Time.
If you believe that you may be delayed, you must contact your driver as soon as possible. Note that depending on the extent of your delay, there can be no assurance that the driver will be able to service your booking at that later time. If you fail to contact your driver to advise them of the delay, this will be considered a passenger No-show and you will not be eligible for a refund. But, with all delays, Airporter will offer to try to organise an alternative transport service for you, and if you agree to this, this will be treated as a new booking for which you will need to pay.
No show or failed pick up by driverIf you are at the Pick-up Departure Location at the Pick-up Departure Time, and the Driver is not there within 15 minutes of the Pick-up Departure Time, and the driver or Transport Provider has not contacted you, before you leave the Pick-up Departure Location, you must contact us on the contact details you were given when your booking was confirmed and also the driver if you have been provided their contact details . If you cannot contact either of them, make sure you do not miss your flight or other onward connection and make alternative transport arrangements. You should provide any evidence that your driver was not at the Pick-up Departure Location at, or within 15 minutes after, the Pick-up DepartureTime, including that you tried to contact the Transport Provider (and the driver, if you were given their contact details). . If the no-show by the driver is due to the fault or neglect of the Transport Provider or the driver, you will be entitled to a full refund.
Travel InsuranceWe strongly recommend that you travel with your own travel insurance, which is adequate for your needs.
Part 2These Terms set out some general information regarding our website and the terms that will govern your access to, and use of our website, irrespective of whether or not you make a booking with us.
Information serviceOur website may contain certain content added by people other than us. We do not endorse, sponsor or approve any user or third party generated content.
You accept that our website may not operate on a continuous basis and may be unavailable from time to time (including for maintenance purposes).
Your conductYou may only access and use the website (including any incidental copying that occurs as part of that use) for your own personal and non-commercial use.
You must not add any content to the website:
unless you hold all necessary consents to do sothat would cause you or us to breach any law, regulation, rule, code or other legal obligationthat is or could reasonably be considered to be obscene, inappropriate, defamatory, disparaging, indecent, seditious, offensive, pornographic, threatening, abusive, liable to incite racial hatred, discriminatory, blasphemous, in breach of confidence or in breach of privacythat would bring us, or the website, into disreputethat infringes the intellectual property or other rights of any person.In using the website you agree:
not to disrupt or interfere with any other user’s use of the websitenot to upload, post or otherwise transmit any viruses, malicious computer code or other harmful files through the websitenot to disrupt or interfere with the security of, or otherwise cause harm, to the websitenot to use any automated system or software to extract data from the website for any purpose whatsoever (Screen Scraping).We will reject and/or remove any Content where we believe, in our sole discretion, that any such activities have occurred.
Intellectual propertyWe own or licence from third parties all rights (including copyright and other intellectual property rights) subsisting in our website, and in all of the material (including all text, graphics, logos, audio and software) published, used or made available on this website (Content). All such rights are reserved.
Your use of our website and use of, and access to, any Content does not grant or transfer any rights, title or interest to you in relation to the website or the Content. However, we do grant you a licence to access the website and view the Content on the terms set out in these Terms.
You may print off one copy, and may download extracts, of any page(s) from our website for your personal, non-commercial use only, and you may draw the attention of others to the Content. You may not otherwise, in any form or by any means:
adapt, reproduce, store, distribute, print, display, perform, publish or create derivative works from any part of the website, the Content or any software or from any information obtained from the website; orcommercially exploit in any way any information, products or services obtained from any part of the website,without our prior written permission or, in the case of third party material, from the owner of the copyright (or other intellectual property rights) in that material.
If you breach any of these Terms, then (without limiting your other liabilities) your authorisation to use the website automatically ends and you must immediately destroy any downloaded or printed materials.
Where applicable, if you choose to post or add any content onto the website, and or our social media accounts, you grant us a perpetual, non-exclusive, royalty-free, irrevocable, worldwide and transferable right and licence to use that content in any way (including by reproducing, changing, and communicating the content to the public) and permit us to authorise any other person to do the same thing.
You agree that we may use any information provided by you in conjunction with the website or making a booking for Transport Services for distribution to third parties, which may involve the provisions of such information to overseas entities from time to time. Any personal information provided by you in conjunction with the website (including when making a booking for Transport Services) will be dealt with in accordance with our privacy policy, which can be accessed by clicking on the following link: Privacy Policy.
Links to third party websitesWe may offer links on the website to the websites of third parties. Such links are provided only as a convenience. We do not review the content of such websites, and neither endorse, nor are we responsible for, any content, advertising, products, services or other materials on or available from such third party websites. You assume full responsibility for your use of third party websites. Such websites may be governed by terms and conditions different from those of Airporter, and you should review the terms and privacy policies of those third parties before using their websites.
DisclaimerExcept for any loss or damage that is caused by the willful default or gross negligence of Airporter in circumstances where Airporter is not acting as the agent of the Transport Provider, , we exclude, to the maximum extent permitted by applicable law, all liability for any loss or damage, however caused which you may suffer directly or indirectly in connection with your use of the website or any linked Airporter website. This exclusion includes any loss or damage caused by loss of data, interruption of business or any consequential or incidental damages, or any loss arising out of your use of, or reliance on, information contained on, or accessed through, the website. Also, to the full extent permitted by applicable law, any condition or warranty which would otherwise be implied into these Terms is hereby excluded.
Despite the above, no provision of these Terms attempts or purports to exclude liability arising under applicable law if, and to the extent, such liability cannot be lawfully excluded.
If under any applicable legislation any condition or warranty or provision is implied, and that legislation prohibits us from excluding or modifying the application of, or our liability under, any such condition or warranty, that condition or warranty will be deemed included but our liability will be limited, where the breach of that condition or warranty relates to a service, to:
the supplying of the service again; orthe payment of the cost of having the service supplied again (for example in the case of a booking, the price paid for the booking).If none of the above is permitted under applicable legislation, then our liability is to be limited to the maximum extent permitted by applicable legislation.
We also accept no liability for any failure to comply with these Terms where such failure is due to circumstances beyond our reasonable control.
SecurityYou must take your own precautions to ensure that the process which you employ for accessing the website does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system.
Where any information made available on the website contains opinions or judgments of third parties:
you acknowledge that any opinions or advice by third parties on the website remain the responsibility of those third parties and we do not guarantee the accuracy, completeness or usefulness of that content or its fitness for any particular purpose;we do not purport to endorse the contents of any opinions or advice by third parties on the website nor the accuracy or reliability of any such opinion or advice; andwe do not accept liability for loss or damage caused by your reliance upon any information obtained through the website and it remains your responsibility to evaluate the accuracy, completeness and usefulness of any such information.Responsibility for the content of any advertisements appearing on the website (including hyperlinks to advertisers’ own websites) rests solely with the advertisers. The placement of such advertisements does not constitute a recommendation or endorsement by us of the advertisers’ products and each advertiser is solely responsible for any representations made in connection with its advertisement.
GeneralYou must not assign, sub licence or otherwise deal in any other way with any of your rights under these Terms.
If a provision of these Terms is invalid or unenforceable, it is to be read down or severed to the extent necessary without affecting the validity or enforceability of the remaining provisions.
Each party must at its own expense do everything reasonably necessary to give full effect to these Terms and the events contemplated by them.
Ignoring any other provisions of these Terms that may say otherwise, any provision of these Terms that imposes or contemplates continuing rights or obligations on you or us will survive the expiration or termination of these Terms.
If we waive any rights available to Us under these Terms on one occasion, this does not mean that those rights will automatically be waived on any other occasion.
Headings of the sections are for reference purposes only and will not be used to interpret or construe these Terms.
Governing law and jurisdictionThese Terms are governed and interpreted in accordance with the laws of Auckland, New Zealand.You agree that any dispute that may arise between you and us in connection with these Terms will be subject to the exclusive jurisdiction of the courts located in Auckland, New Zealand.