NZ Intercity Cabs, operated by Transport Partners Limited — how refunds work when plans change.

The short version

7 or more days before pickup:
- Bank transfer: 100% refund.
- Card payment: 97% refund — the Stripe processing fee is non-refundable.
24 hours to 7 days before pickup: 50% refund, less any costs already committed for your trip. We're happy to discuss a date change instead, case by case.
Within 24 hours of pickup: non-refundable, but you can submit a cancellation request for us to review — or just call us and we'll do our best.
If we cancel (vehicle problem, driver unavailable, or any reason on our side): you always get a 100% refund, regardless of timing.

Deposit and balance

Standard bookings: a 20% deposit secures your booking, with the balance due 7 days before travel.
December and January travel: a 50% deposit is required, as drivers must be secured well in advance for the summer holiday season.
You're welcome to pay in full at the time of booking. Balances are paid by secure card link — we no longer accept cash.

Multi-day tours

On multi-day trips the driver's accommodation is booked and paid for in advance. Once booked, those accommodation costs are non-refundable whenever the trip is cancelled. Everything else follows the timing above.

Remote destinations

For some remote destinations we commit costs on your behalf well ahead of travel — driver accommodation, vehicle reservations and road charges. Those committed costs are non-refundable even inside the 7-day window, and we're happy to talk any individual situation through with you. This does not apply to trips to and from major towns, where no such restrictions exist.

Severe weather and events outside anyone's control

In exceptional circumstances — natural disasters, severe weather, road closures or government restrictions — you receive a full refund or a free reschedule, whichever you prefer.

Payment options and why bank transfer saves money

We offer bank transfer payment with accounts available in most worldwide banks. Bank transfer is recommended because it:

Secures 100% refund eligibility if cancellation occurs 7 or more days before the trip.
Avoids Stripe card processing fees entirely — saving roughly 3% on every booking.

Card payments remain fast and convenient, but the Stripe processing fee is deducted from any refund when a 7+ day cancellation is made.

How to cancel

Use the Find my booking page with your booking reference (starts with NZIC-) and the email you used at booking. Cancellations more than 7 days out are processed instantly.

If you're within the 7-day window, the booking lookup lets you submit a cancellation request that we'll review manually. You can also call us on +64 22 101 1022.

How refunds are returned

Card refunds are returned to the original payment method through Stripe, our payment processor. You don't need to give us your card details — the refund is routed back automatically. Please allow 5 to 10 business days for the amount to appear on your statement, depending on your card issuer.

Bank transfer refunds are returned to the same account the payment came from. Include your booking reference (e.g. NZIC-XXXXXX) in the transfer reference so we can match and process your refund quickly.

Goodwill changes

We're happy to work on a goodwill basis to accommodate reasonable changes — time adjustments, passenger count modifications, date changes, and similar. Just reply to your confirmation email or call us. Most minor changes are free and don't affect the fare.

Why we have a 7-day full-refund window

We're a small owner-operated service. Once a driver has committed a vehicle and shift to your trip within 7 days of pickup, that time can rarely be filled with another booking. The 7-day window keeps our fares low for everyone while still being fair to customers whose plans change.

Late-notice requests

Even inside the 24-hour window, we do our best. If your flight is cancelled, a medical emergency comes up, or the situation is clearly outside your control, submit a cancellation request or call us — we look at every request individually.

Changes vs cancellations

Need to change the pickup time, address, or number of passengers instead of cancelling? Reply to your confirmation email or call us — most changes are free and don't affect the fare.

Questions

Email nzintercitycabs@gmail.com or call +64 22 101 1022.

NZ Intercity Cabs is operated by Transport Partners Limited — NZTA certified, small passenger service licence TSL 0312312. GST 149-354-093.

Cancellation & Refund Policy