Cancellation Policy
Plans change — here's how it works with us.
✓ Free cancellation up to 24 hours before pickup — 100% automatic refund.
The short version
- More than 24 hours before pickup: cancel any time for a full automatic refund.
- 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.
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 24 hours out are processed instantly.
If you're within the 24-hour 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
All 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.
Why we have a 24-hour window
We're a small owner-operated service. Once a driver has committed a vehicle and shift to your trip within 24 hours of pickup, that time can rarely be filled with another booking. The 24-hour window keeps our fares low for everyone.
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.