Terms & Condition

1. DEFINITIONS

In these Terms and Conditions:
Booking means a reservation for transport services made through Shuttle2Home’s website, email, telephone, SMS, social media, or any other approved booking method.
Booking Confirmation means the written confirmation issued by Shuttle2Home confirming that the booking has been accepted.
Customer means the person making the booking and includes all passengers travelling under that booking.
Driver means an employee, contractor, or authorised representative of Shuttle2Home.
Fare means the total amount payable for the booked service, including any approved additional charges.
Private Shuttle means a vehicle reserved exclusively for the Customer and their travelling party.
Shared Shuttle means a shuttle service where passengers from different bookings travel in the same vehicle.
Travel Credit means a credit approved by Shuttle2Home for future travel in accordance with these Terms.
Vehicle means any vehicle owned, leased, operated, or contracted by Shuttle2Home.
Shuttle2Home, we, our, or us means BMS786 NZ Limited trading as Shuttle2Home , including its employees, contractors, agents, and authorised representatives.

2. ACCEPTANCE OF TERMS

2.1 These Terms and Conditions apply to all quotations, bookings, payments, and transport services provided by Shuttle2Home.
2.2 By requesting a quotation, making a booking, accepting a quotation, making payment, or travelling with Shuttle2Home, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.
2.3 A person making a booking on behalf of another passenger confirms they have authority to accept these Terms and Conditions on behalf of every passenger included in the booking.
2.4 These Terms and Conditions, together with the Booking Confirmation, form the entire agreement between Shuttle2Home and the Customer unless otherwise agreed in writing.
2.5 Nothing in these Terms excludes, restricts, or limits any rights or remedies that cannot legally be excluded under New Zealand law.

3. BOOKINGS

3.1 Shuttle2Home accepts bookings through its official website, email, telephone, SMS, social media, or other communication methods approved by Shuttle2Home.
3.2 All bookings are subject to availability and are not confirmed until Shuttle2Home issues a written Booking Confirmation.
3.3 Shuttle2Home reserves the right to decline any booking before it is confirmed.
3.4 The Customer is responsible for providing complete and accurate booking information, including:

Full name
Contact number
Email address (if applicable)
Pickup address
Destination
Travel date
Requested pickup time
Flight number (where applicable)
Number of passengers
Number and type of luggage
Child restraint requirements
Mobility or accessibility requirements

3.5 Shuttle2Home is entitled to rely on the information provided by the Customer when planning and providing the service.
3.6 Shuttle2Home is not responsible for delays, missed pickups, missed flights, additional costs, or other losses resulting from incorrect, incomplete, or late information supplied by the Customer.

4. QUOTATIONS & BOOKING CONFIRMATION

4.1 All quotations are issued in New Zealand Dollars (NZD) and include GST unless stated otherwise.
4.2 Unless otherwise stated, quotations are valid for five (5) days from the date they are issued.
4.3 A quotation is not a confirmed booking and does not reserve a vehicle or travel time.
4.4 A booking is confirmed only when:

the Customer accepts the quotation;
any required payment has been received; and
Shuttle2Home issues a written Booking Confirmation

4.5 Shuttle2Home reserves the right to correct genuine pricing, calculation, administrative, or typographical errors before confirming a booking.
4.6 Verbal discussions or estimates are not binding unless confirmed in writing by Shuttle2Home.

5. PAYMENT TERMS

5.1 Full payment must be received before travel unless otherwise agreed in writing.
5.2 Shuttle2Home may require full payment at the time of booking.
5.3 For bookings made within 72 hours of travel, immediate payment is required.
5.4 Shuttle2Home may cancel a booking if payment is not received by the due date.
5.5 Card payments may incur a processing surcharge, which will be disclosed before payment.
5.6 Direct bank transfers are considered received only after cleared funds are deposited into Shuttle2Home’s nominated account.
5.7 Any bank fees or foreign exchange charges remain the responsibility of the Customer.
5.8 Shuttle2Home may refuse to provide services where payment has not been received in full.

6. PRICING

6.1 Standard fares apply only to the services described in the quotation or Booking Confirmation.
6.2 Additional charges may apply for:

Extra passengers
Additional pickup or drop-off locations
Excess or undeclared luggage
Child seats
Waiting time
Route changes
Public holiday services
Special requests

6.3 Shuttle2Home reserves the right to correct genuine pricing errors before the booking is confirmed.
6.4 If the Customer requests changes after confirmation, any additional charges must be paid before the amended service is provided.

PART 2 – SHARED SHUTTLE, PRIVATE SHUTTLE, AIRPORT PICKUPS & CUSTOMER RESPONSIBILITIES

7. SHARED SHUTTLE SERVICES

7.1 Nature of the Service
Shared Shuttle services operate on a shared-ride basis. Passengers from different bookings may travel together in the same vehicle.

7.2 Route Planning
Shuttle2Home determines the order of pickups and drop-offs to operate the service safely and efficiently.
Customers acknowledge that the route taken may not be the shortest or most direct route to their destination.

7.3 Airport Arrival Target
For Shared Shuttle services, Shuttle2Home aims to arrive:

At least 3 hours before scheduled international flight departures; and
At least 2 hours before scheduled domestic flight departures.

These are target arrival times only and are not guaranteed.

7.4 Departure Time
For Shared Shuttle services, your departure time will be confirmed the day before travel by 6:00 PM (NZ Time).
Customers acknowledge that the confirmed departure time may differ from the requested pickup time due to operational requirements.

7.5 Operational Changes
To provide an efficient shared service, Shuttle2Home may change without prior notice:

vehicle allocation;
pickup order;
drop-off order;
travel route;
departure time (before final confirmation);
pickup location where reasonably necessary.

7.6 Waiting for Customers
Drivers will wait only a reasonable time at the pickup location.
If a Customer is not ready when the Driver arrives, the Driver may depart to avoid delaying other passengers.

7.7 Missed Shared Shuttle
If a Customer misses the shuttle because they:

were not ready;
were at the wrong location;
provided incorrect information;
could not be contacted;
delayed the Driver; or
failed to follow Shuttle2Home instructions,

the booking will be treated as a No-Show, and no refund will be payable unless required by New Zealand law.

7.8 Shared Shuttle Delays
Customers acknowledge that Shared Shuttle services may take longer than Private Shuttle services due to multiple pickups and drop-offs.
Reasonable variations in travel time do not constitute a breach of contract.

8. PRIVATE SHUTTLE SERVICES

8.1 Exclusive Vehicle
A Private Shuttle is reserved exclusively for the Customer and passengers included in the booking.

8.2 Direct Travel
Unless otherwise agreed, the Driver will travel directly between the confirmed pickup and destination.

8.3 Requested Pickup Time
Private Shuttle pickup times are based on the time requested or accepted by the Customer.

8.4 Recommended Pickup Time
Where Shuttle2Home recommends an earlier departure time and the Customer chooses a later departure time, the Customer accepts full responsibility for that decision.
Shuttle2Home will not be responsible for missed flights, missed appointments, cruise departures, or any resulting costs arising from the Customer choosing a later departure time.

8.5 Additional Stops
Additional stops requested after travel has commenced are subject to Driver approval and may incur additional charges.

8.6 Waiting Time
Complimentary waiting time may be provided at Shuttle2Home’s discretion.
Additional waiting time may be charged at Shuttle2Home’s current rates.

9. FLIGHT MONITORING & AIRPORT PICKUPS

9.1 Flight Monitoring
Where a valid flight number is provided, Shuttle2Home will use reasonable efforts to monitor the scheduled arrival time.
Flight monitoring is provided as a courtesy only.

9.2 Customer Responsibility
Customers remain responsible for notifying Shuttle2Home of:

flight changes;
airline changes;
cancellations;
delays; or
any information affecting the booking.

9.3 Incorrect Flight Details
Shuttle2Home accepts no responsibility where incorrect or incomplete flight information has been supplied.

9.4 Arrival Procedure
After landing Customers must:

switch on their mobile phone;
remain contactable;
follow the pickup instructions provided;
proceed to the designated pickup area unless instructed otherwise.

9.5 Shared Shuttle Waiting Time
Passengers arriving early may need to wait for the next scheduled Shared Shuttle departure.

9.6 Flight Delays
Where a flight is delayed by up to two (2) hours, Shuttle2Home will make reasonable efforts to accommodate the original booking.
If the delay exceeds two (2) hours, Shuttle2Home may:

transfer the booking to the next available Shared Shuttle;
offer a Private Shuttle at an additional cost;
offer an alternative solution where reasonably available.

9.7 Failure to Meet Driver
Where a Customer:

leaves the airport without notifying Shuttle2Home;
cannot be contacted;
fails to attend the pickup point;
ignores Driver instructions; or
does not present within the applicable waiting period,

the booking will be treated as a No-Show.

10. CUSTOMER RESPONSIBILITIES

10.1 Accurate Information
Customers must provide complete and accurate booking information.

10.2 Changes
Customers must immediately notify Shuttle2Home of any changes relating to:

travel dates;
travel times;
pickup address;
destination;
flight details;
passenger numbers;
luggage;
child restraints;
contact details.

10.3 Contactability
Customers must:

keep their phone switched on;
answer calls or text messages;
monitor emails where applicable;
remain available on the day of travel.

10.4 Pickup Readiness
Customers must be ready at least 10 minutes before their scheduled departure time.

10.5 Identification
Drivers may request reasonable identification where necessary to confirm the booking.

10.6 Safety
Customers must comply with all lawful and reasonable instructions given by the Driver.

10.7 Additional Costs
Customers are responsible for any additional costs arising from:

incorrect booking information;
failure to answer calls;
failure to attend the pickup location;
delays caused by the Customer;
additional undeclared luggage;
route changes requested by the Customer.

11. BOOKING CHANGES

11.1 Requests
All booking change requests must be made as soon as possible.

11.2 Availability
Changes are subject to vehicle availability and operational requirements.

11.3 Additional Charges
Additional charges may apply for:

date changes;
time changes;
route changes;
additional passengers;
additional luggage;
upgraded vehicle requirements.

11.4 Late Changes
Changes requested within 48 hours of travel may not be possible.

11.5 Shuttle2Home Discretion
Acceptance of any booking change remains entirely at Shuttle2Home’s discretion.

PART 3 – CANCELLATIONS, REFUNDS, ADMINISTRATION FEE, NO-SHOWS, TRAVEL CREDITS & PAYMENT DISPUTES

12. CANCELLATION & REFUND POLICY

12.1 Cancellation Requests All cancellation requests must be made in writing by email or another communication method approved by Shuttle2Home. A cancellation is effective only when acknowledged by Shuttle2Home. 12.2 Cancellation Time The cancellation time is the date and time that Shuttle2Home receives the written cancellation request. 12.3 More Than 72 Hours Before Travel Where a Customer cancels more than 72 hours before the scheduled departure time:

the booking may be cancelled;
the Customer is entitled to a refund less the NZD $50 non-refundable administration fee.

12.4 Within 72 Hours Before Travel Bookings cancelled within 72 hours before the scheduled departure time will incur:

50% cancellation fee of the total Fare; and
the NZD $50 non-refundable administration fee.

12.5 Same Day Cancellation Bookings cancelled:

on the day of travel;
after vehicle dispatch;
after the Driver has been allocated; or
after the Driver has arrived at the pickup location,

are non-refundable. 12.6 No Refund Situations Unless required by New Zealand law, refunds will not be provided where:

the Customer is a No-Show;
incorrect booking information was supplied by the Customer;
the Customer refuses transport due to reasons within their control;
the Customer is refused transport because of misconduct;
the service could not be completed because of the Customer’s actions.

12.7 Processing Refunds Approved refunds will normally be processed using the original payment method within a reasonable period. Merchant processing fees retained by payment providers may not be refundable where those fees are not returned to Shuttle2Home.

13. NON-REFUNDABLE ADMINISTRATION FEE

13.1 Administration Fee
A NZD $50 administration fee applies to every confirmed booking.

13.2 Purpose
The administration fee covers costs including but not limited to:

quotation preparation;
booking administration;
scheduling;
dispatch planning;
customer communication;
payment processing;
operational planning;
driver allocation.

13.3 Non-Refundable
The NZD $50 administration fee is non-refundable except where Shuttle2Home is legally required to refund it under New Zealand law.

13.4 Booking Changes
Where a booking is cancelled and replaced with a new booking, the administration fee may apply to the new booking.

14. NO-SHOW POLICY

14.1 Customer No-Show
A Customer will be considered a No-Show where they:

fail to attend the pickup location;
are not ready for departure;
cannot be contacted;
refuse transport;
leave the airport before collection;
fail to comply with pickup instructions.

14.2 Consequences
Where a booking becomes a No-Show:

the booking will be cancelled;
no refund will be payable;
Shuttle2Home has no obligation to provide another vehicle without additional payment.

14.3 Airport No-Shows
Airport passengers who leave the airport without contacting Shuttle2Home will be treated as No-Shows.

15. TRAVEL CREDITS

15.1 Discretion
Where Shuttle2Home agrees to issue a Travel Credit, the decision is entirely at Shuttle2Home’s discretion unless otherwise required by law.

15.2 Cash Alternative
Travel Credits have no cash value and cannot be exchanged for cash.

15.3 Transferability
Travel Credits are not transferable unless Shuttle2Home agrees otherwise in writing.

15.4 Expiry
Travel Credits must be used before the expiry date stated by Shuttle2Home.
Unused credits expire automatically after that date.

16. PAYMENT DISPUTES & CHARGEBACKS

16.1 Contact Us First
Customers agree to contact Shuttle2Home first if they believe a payment error has occurred.
Shuttle2Home will make reasonable efforts to resolve genuine concerns promptly.

16.2 Evidence
Where a payment dispute or chargeback is raised, Shuttle2Home may rely on:

booking records;
invoices;
payment records;
bank records;
GPS tracking;
driver logs;
dispatch records;
emails;
SMS messages;
CCTV;
dashcam recordings;
photographs;
call recordings (where lawful);
flight information;
witness statements;
any other relevant business records.

16.3 Recovery
If a payment is reversed after services have been provided, Shuttle2Home may recover:

the outstanding Fare;
merchant fees;
debt collection costs permitted by law;
court costs where awarded;
reasonable legal costs where recoverable.

16.4 Fraud Prevention
Shuttle2Home reserves the right to investigate all disputed transactions.

16.5 False Chargebacks
Where Shuttle2Home reasonably believes a chargeback has been made fraudulently or without valid grounds, Shuttle2Home may provide all relevant evidence to:

the payment provider;
the acquiring bank;
the issuing bank;
Police where appropriate;
Courts or Tribunals where necessary.

17. PAYMENT DEFAULT

17.1 Outstanding Accounts
Outstanding invoices remain payable until paid in full.

17.2 Debt Collection
Where payment remains outstanding, Shuttle2Home may refer the debt to a debt collection agency.
The Customer agrees to pay reasonable debt recovery costs to the extent permitted by New Zealand law.

17.3 Future Bookings
Shuttle2Home may refuse future bookings where previous accounts remain unpaid.

PART 4 – DELAYS, MISSED FLIGHTS, LIMITATION OF LIABILITY & FORCE MAJEURE

18. DELAYS & EVENTS BEYOND OUR CONTROL

18.1 Reasonable Care
Shuttle2Home will use reasonable care and skill to provide transport services safely and efficiently.
While we aim to operate on schedule, travel times cannot be guaranteed.

18.2 Delays Beyond Our Control
Shuttle2Home is not responsible for delays caused by circumstances beyond our reasonable control, including but not limited to:

Road accidents
Heavy traffic
Road works
Police incidents
Emergency services
Weather conditions
Flooding
Fog
Landslides
Vehicle breakdowns despite proper maintenance
Airport congestion
Airline delays
Airline schedule changes
Air traffic control restrictions
Port or cruise delays
Public events
Government restrictions
Civil emergencies
Natural disasters
Any other event beyond Shuttle2Home’s reasonable control.

18.3 Operational Decisions
Where operationally necessary, Shuttle2Home may:

alter the travel route;
change the pickup sequence;
substitute another suitable vehicle;
transfer passengers to another Shuttle2Home vehicle or approved transport provider; or
adjust pickup times,

provided such changes are reasonably necessary to continue providing the service.

18.4 Communication
Where reasonably practicable, Shuttle2Home will notify affected Customers of significant delays or operational changes.

19. MISSED FLIGHTS, CRUISES & APPOINTMENTS

19.1 Customer Responsibility
Customers are responsible for selecting travel times that allow sufficient time for:

airport check-in;
airline security screening;
customs and immigration;
cruise check-in;
appointments; and
any other scheduled commitments.

19.2 Shuttle2Home Recommendations
Where Shuttle2Home recommends an earlier departure time and the Customer chooses a later departure time, the Customer accepts full responsibility for that decision.

19.3 No Guarantee
Although Shuttle2Home plans services to help Customers arrive on time, Shuttle2Home does not guarantee that any Customer will:

catch a flight;
catch a cruise;
arrive at work;
attend an appointment;
attend an event; or
meet any specific deadline.

19.4 Excluded Losses
To the maximum extent permitted by New Zealand law, Shuttle2Home is not liable for indirect or consequential losses arising from delays, including:

missed flights;
missed cruise departures;
accommodation costs;
meals;
taxi fares;
rental vehicle costs;
lost income;
business interruption;
holiday costs; or
other consequential expenses.

This clause does not exclude liability where such liability cannot legally be excluded under New Zealand law.

20. LIMITATION OF LIABILITY

20.1 Reasonable Care
Nothing in these Terms excludes or limits Shuttle2Home’s liability where such liability cannot legally be excluded under New Zealand law.

20.2 Maximum Liability
Where liability is established, Shuttle2Home’s total liability for any claim arising directly from the transport service shall, to the extent permitted by law, not exceed the total Fare paid for the relevant booking.

20.3 Indirect Loss
To the extent permitted by law, Shuttle2Home is not liable for any indirect, special, incidental, exemplary, or consequential loss or damage, including loss of profits, loss of opportunity, business interruption, or emotional distress arising from the services provided.

20.4 Customer Property
Customers remain responsible for ensuring that valuable items, including passports, travel documents, medication, jewellery, electronics, cash, and personal valuables remain under their control during travel.

20.5 Third Parties
Shuttle2Home is not responsible for the acts or omissions of:

airlines;
airports;
cruise operators;
accommodation providers;
government agencies; or
other third parties beyond Shuttle2Home’s control.

21. CUSTOMER RESPONSIBILITY DURING TRAVEL

21.1 Seatbelts
All passengers must wear seatbelts whenever required by New Zealand law.

21.2 Driver Instructions
Passengers must comply with all lawful and reasonable instructions given by the Driver.

21.3 Safe Behaviour
Passengers must not:

distract the Driver;
interfere with the safe operation of the vehicle;
place themselves or others at risk;
use offensive, threatening, abusive, or violent behaviour.

21.4 Food & Drinks
Shuttle2Home may restrict food or beverages inside its vehicles where reasonably necessary to maintain cleanliness or passenger safety.

21.5 Smoking & Vaping
Smoking, vaping, and the use of illegal drugs inside any Shuttle2Home vehicle are strictly prohibited.

21.6 Alcohol
Passengers must not consume alcohol inside Shuttle2Home vehicles without prior approval.
Drivers may refuse transport where a passenger is intoxicated to a level that creates a safety risk.

22. FORCE MAJEURE

22.1 Events Beyond Control
Shuttle2Home shall not be liable for any failure or delay in performing its obligations where such failure or delay results from an event beyond its reasonable control.

22.2 Examples
Force Majeure events include, but are not limited to:

earthquakes;
floods;
storms;
fires;
pandemics;
epidemics;
civil unrest;
terrorism;
strikes;
government restrictions;
border closures;
fuel shortages;
road closures;
utility failures;
natural disasters; and
any other event beyond Shuttle2Home’s reasonable control.

22.3 Mitigation
Where reasonably practicable, Shuttle2Home will take reasonable steps to minimise the impact of any Force Majeure event.

22.4 Options Available
Where a booking cannot reasonably proceed due to a Force Majeure event, Shuttle2Home may, at its discretion:

reschedule the booking;
issue a travel credit;
provide a refund where required by New Zealand law; or
agree another reasonable solution with the Customer.

22.5 No Liability
Shuttle2Home shall not be liable for losses arising solely because of a Force Majeure event, except where liability cannot legally be excluded under New Zealand law.

PART 5 – BAGGAGE, SPECIAL ITEMS, LOST PROPERTY & DANGEROUS GOODS

23. BAGGAGE POLICY

23.1 Standard Baggage Allowance
Unless otherwise confirmed in writing, each paying passenger is entitled to:

One (1) checked suitcase up to 25kg
One (1) carry-on bag up to 7kg

Additional baggage must be declared when the booking is made and approved by Shuttle2Home.

23.2 Excess or Undeclared Baggage
Customers must accurately declare all luggage at the time of booking.
Shuttle2Home reserves the right to:

refuse undeclared luggage;
charge additional baggage fees;
require larger vehicles or trailers where necessary; or
refuse transport if luggage cannot be carried safely.

Failure to declare excess baggage may result in delays, refusal of transport, or additional charges.

23.3 Oversized Items
Oversized or unusual items include, but are not limited to:

Golf clubs
Surfboards
Bicycles
Ski or snowboard equipment
Fishing gear
Musical instruments
Mobility equipment
Large cartons or boxes
Baby equipment

These items must be approved before travel and may incur additional charges.

23.4 Bicycle Transport
Bicycles must:

be declared at the time of booking;
be securely packed or protected where reasonably required;
be suitable for safe transport.

Customers are responsible for removing loose accessories before transport.
Shuttle2Home is not responsible for minor cosmetic damage resulting from inadequate packing by the Customer.

23.5 Fragile Items
Customers travelling with fragile items do so at their own risk.
Fragile items include:

Glass items
Televisions
Computers
Musical instruments
Artwork
Cameras
Electronics

Customers should ensure appropriate protective packaging.

23.6 Valuable Items
Customers should keep valuable items with them at all times, including:

Passports
Travel documents
Cash
Jewellery
Mobile phones
Laptops
Tablets
Cameras
Medication
Keys

Shuttle2Home accepts no responsibility for valuables left unattended unless liability cannot legally be excluded under New Zealand law.

23.7 Loading and Unloading
Drivers may assist with loading and unloading luggage at their discretion.
Customers remain responsible for ensuring their luggage has been loaded and removed from the vehicle before departure.

23.8 Weight & Safety
Drivers may refuse luggage that, in their reasonable opinion:

exceeds safe lifting limits;
may damage the vehicle;
presents a health or safety risk;
exceeds the available luggage capacity.

Driver safety takes priority over luggage acceptance.

24. DANGEROUS GOODS

24.1 Prohibited Items
The following items must not be carried unless Shuttle2Home has given prior written approval:

Explosives
Fireworks
Petrol or diesel containers
Gas cylinders
Flammable liquids
Dangerous chemicals
Toxic substances
Corrosive materials
Illegal drugs
Firearms (unless lawfully possessed and approved)
Ammunition
Any item prohibited by New Zealand law

24.2 Customer Responsibility
Customers warrant that their luggage does not contain prohibited or dangerous goods unless declared and approved.

24.3 Right to Refuse
Shuttle2Home reserves the right to refuse transport where dangerous goods are discovered or reasonably suspected.

Where necessary, Shuttle2Home may contact the appropriate authorities.

25. LOST PROPERTY

25.1 Customer Responsibility
Customers are responsible for checking that all personal belongings have been removed from the vehicle before leaving.

25.2 Recovery
If property is found, Shuttle2Home will make reasonable efforts to contact the Customer using the details provided during booking.

Recovery of lost property is not guaranteed.

25.3 Collection
Recovered items may be collected by prior arrangement during normal business hours.

25.4 Courier Return
If a Customer requests that recovered property be returned by courier or post:

all courier charges;
packaging costs;
insurance costs; and
delivery costs

must be paid before dispatch.

25.5 Storage
Shuttle2Home may store recovered property for a reasonable period.

Unclaimed property may be disposed of, donated, or otherwise dealt with in accordance with New Zealand law.

25.6 Liability
To the extent permitted by law, Shuttle2Home is not responsible for loss, theft, or damage to personal belongings left in any vehicle.

26. CUSTOMER PROPERTY

26.1 Customer Responsibility
Customers remain solely responsible for all personal belongings brought into Shuttle2Home vehicles.

26.2 Insurance
Customers are encouraged to obtain appropriate travel insurance covering:

luggage;
valuable items;
travel delays;
missed connections; and
personal property.

26.3 Claims
Any claim relating to baggage or personal property must be submitted in writing within three (3) days of travel together with any supporting evidence.

Late claims may be more difficult to investigate.

26.4 Business Records
Shuttle2Home may use booking records, GPS records, photographs, driver reports, CCTV footage, dashcam recordings, emails, SMS messages, and any other relevant records when investigating baggage or property claims.

PART 6 – PASSENGER CONDUCT, REFUSAL OF SERVICE, VEHICLE DAMAGE, CHILDREN & ACCESSIBILITY

27. PASSENGER CONDUCT

27.1 Respectful Behaviour
All passengers must behave in a respectful and courteous manner towards the Driver, other passengers, and members of the public.

Passengers must not engage in any behaviour that may endanger the safety, comfort, or wellbeing of others.

27.2 Safety Requirements
Passengers must:

Wear a seatbelt whenever required by New Zealand law.
Remain seated while the vehicle is moving unless instructed otherwise by the Driver.
Follow all lawful and reasonable instructions given by the Driver.
Keep hands, arms, and belongings inside the vehicle while travelling.

27.3 Prohibited Behaviour
Passengers must not:

Be abusive, threatening, intimidating, or violent.
Use offensive, discriminatory, or harassing language.
Interfere with the Driver.
Damage the vehicle.
Throw rubbish from the vehicle.
Consume illegal drugs.
Smoke or vape inside the vehicle.
Carry prohibited or dangerous goods.
Behave in any manner that places any person at risk.

27.4 Intoxicated Passengers
Shuttle2Home reserves the right to refuse transport where a passenger is affected by alcohol or drugs to the extent that, in the Driver’s reasonable opinion, they present a safety risk to themselves, the Driver, other passengers, or the vehicle.

28. REFUSAL OF SERVICE

28.1 Right to Refuse
Shuttle2Home may refuse or discontinue transport where a Customer:

provides false or misleading booking information;
refuses to pay the applicable Fare;
is abusive, threatening, or violent;
is intoxicated to a level that creates a safety risk;
refuses to comply with reasonable Driver instructions;
refuses to wear a seatbelt where legally required;
attempts to transport prohibited or dangerous goods;
presents undeclared luggage that cannot safely be carried;
damages or threatens to damage the vehicle; or
otherwise breaches these Terms and Conditions.

28.2 Safety First
The Driver’s decision regarding passenger safety is final at the time of travel.

28.3 Refunds
Where transport is refused because of the Customer’s conduct, no refund will be payable, except where required by New Zealand law.

28.4 Police Assistance
Where appropriate, Shuttle2Home may request assistance from the New Zealand Police or other emergency services.

29. VEHICLE DAMAGE

29.1 Customer Responsibility
Customers are responsible for any loss or damage caused by themselves or members of their travelling party.

29.2 Recoverable Costs
Where damage occurs, Shuttle2Home may recover reasonable costs including:

vehicle repairs;
replacement parts;
professional cleaning;
towing costs;
insurance excess (where applicable and legally recoverable);
loss of vehicle use where permitted by law; and
other reasonable expenses directly resulting from the damage.

29.3 Evidence</strong
Shuttle2Home may rely on:

photographs;
CCTV;
dashcam footage;
Driver reports;
repair invoices;
quotations;
witness statements; and
any other relevant evidence.

30. CLEANING CHARGES

30.1 Cleaning Costs
Where a Customer causes excessive soiling of a vehicle requiring professional cleaning, Shuttle2Home may recover the reasonable cost of cleaning.

Examples include:

vomiting;
food or drink spills;
bodily fluids;
smoke residue;
excessive mud or dirt;
other contamination requiring professional cleaning.

30.2 Operational Loss
Where the vehicle cannot be used because of contamination or damage, Shuttle2Home may recover reasonable losses directly resulting from the vehicle being temporarily unavailable, where permitted by New Zealand law.

31. CHILDREN & CHILD RESTRAINTS

31.1 Booking Requirements
Customers travelling with children must advise Shuttle2Home at the time of booking.

31.2 Child Seats
Where required by New Zealand law, suitable child restraints or booster seats must be used.

Customers must:

request Shuttle2Home to provide one (subject to availability and applicable charges); or
provide their own approved child restraint.

31.3 Refusal of Travel
Shuttle2Home may refuse transport where a required child restraint is unavailable or cannot be safely installed.

31.4 Supervision
Children remain the responsibility of their parent or legal guardian at all times.

Drivers are not responsible for supervising children outside the vehicle.

32. ACCESSIBILITY

32.1 Assistance Requirements
Customers requiring mobility assistance should advise Shuttle2Home before booking.

32.2 Service Availability
Shuttle2Home will make reasonable efforts to accommodate Customers with accessibility requirements, subject to vehicle availability and operational limitations.

32.3 Passenger Assistance
Drivers are not trained caregivers and are not required to lift or physically carry passengers.

Customers requiring personal assistance should arrange for an accompanying support person where appropriate.

32.4 Mobility Equipment
Wheelchairs, walkers, and mobility aids should be declared at the time of booking.

Transport remains subject to available space and safe loading requirements.

33. ANIMALS

33.1 Assistance Dogs
Certified guide dogs and recognised assistance dogs are welcome in accordance with New Zealand law.

Customers should advise Shuttle2Home at the time of booking if travelling with an assistance dog.

33.2 Pets
Pets and other animals are not permitted unless Shuttle2Home has provided prior written approval.

33.3 Animal Behaviour
Customers remain responsible for ensuring that approved animals do not damage the vehicle or create a safety risk.

Reasonable cleaning or repair costs caused by an animal may be recovered from the Customer.

PART 7 – PRIVACY, CCTV, GPS, BUSINESS RECORDS, FRAUD & FALSE CLAIMS

34. PRIVACY

34.1 Privacy Commitment
Shuttle2Home respects the privacy of its Customers and is committed to handling personal information in accordance with the Privacy Act 2020 (New Zealand) and any other applicable privacy laws.

34.2 Information We Collect
We may collect information including:

Full name
Phone number
Email address
Pickup and drop-off addresses
Flight details
Booking history
Passenger numbers
Luggage information
Payment information
Vehicle location data
Communication records
Any other information reasonably required to provide our services.

34.3 Purpose of Collection
We collect personal information to:

process bookings;
provide transport services;
communicate with Customers;
monitor flights where applicable;
process payments and refunds;
investigate complaints;
prevent fraud;
improve our services;
comply with legal obligations.

34.4 Disclosure
Shuttle2Home may disclose personal information where reasonably necessary to:

payment providers;
debt collection agencies;
insurance companies;
legal advisers;
Police;
Courts or Tribunals;
government agencies;
contracted transport providers assisting with your booking.

Information will only be disclosed where reasonably necessary or required by law.

34.5 Customer Rights
Customers may request access to or correction of their personal information in accordance with the Privacy Act 2020.

35. CCTV, GPS, DASHCAMS & BUSINESS RECORDS

35.1 Safety Systems
For the safety of Customers, Drivers and the public, Shuttle2Home vehicles may use:

GPS tracking
Vehicle telematics
Dashcams
CCTV
Mobile communication systems
Electronic dispatch systems

35.2 Business Records
Shuttle2Home maintains business records including:

Booking records
Quotes
Invoices
Payment records
Bank records
Driver logs
Dispatch records
GPS history
Emails
SMS messages
Website enquiries
Social media communications
Photographs
Call recordings (where lawful)
CCTV footage
Dashcam footage

35.3 Use of Records
These records may be used to:

investigate complaints;
resolve disputes;
investigate chargebacks;
defend legal proceedings;
investigate insurance claims;
recover unpaid amounts;
comply with legal obligations;
protect the safety of Customers and Drivers.

35.4 Retention
Business records may be retained for as long as reasonably necessary to meet legal, operational, taxation, insurance, or business requirements.

36. FRAUD PREVENTION

36.1 Investigation
Shuttle2Home reserves the right to investigate any:

complaint;
refund request;
compensation request;
insurance claim;
payment dispute;
chargeback;
legal claim;
suspected fraudulent activity.

36.2 Customer Cooperation
Customers agree to provide information reasonably required to investigate a complaint or claim.

Failure to cooperate may affect Shuttle2Home’s ability to investigate the matter.

36.3 Evidence
Shuttle2Home may rely on:

GPS records;
CCTV;
dashcam footage;
booking records;
payment records;
Driver statements;
witness statements;
emails;
SMS messages;
photographs;
call recordings (where lawful);
invoices;
dispatch records;
any other relevant evidence.

37. FALSE OR FRAUDULENT CLAIMS

37.1 Genuine Complaints
Shuttle2Home welcomes genuine customer feedback and will investigate all legitimate complaints fairly and promptly.

37.2 False Claims
Where, after reasonable investigation, Shuttle2Home believes that a complaint, refund request, compensation claim, or payment dispute is deliberately false, fraudulent, misleading, malicious, or unsupported by the available evidence, Shuttle2Home reserves the right to decline the claim.

37.3 Evidence
When investigating claims, Shuttle2Home may rely upon all available business records, including those listed in Clause 35.

37.4 Legal Rights
Nothing in this clause prevents a Customer from making a genuine complaint or exercising any rights available under New Zealand law.

38. ONLINE REVIEWS & DEFAMATORY STATEMENTS

38.1 Customer Feedback
Shuttle2Home encourages honest and genuine reviews based on actual customer experiences.

38.2 Investigation
Where Shuttle2Home reasonably believes that a review or public statement contains false or misleading factual allegations, it may investigate the matter and, where appropriate, request correction or removal through the relevant platform or pursue any legal remedies available under New Zealand law.

38.3 No Restriction on Honest Reviews
Nothing in these Terms prevents a Customer from expressing an honest opinion or making a genuine complaint.

39. SECURITY

39.1 Data Protection
Shuttle2Home takes reasonable steps to protect personal information from unauthorised access, misuse, alteration, or disclosure.

39.2 Customer Responsibility
Customers are responsible for protecting any passwords or account details used when accessing Shuttle2Home’s online booking services.

40. WEBSITE USE

40.1 Accuracy
Shuttle2Home uses reasonable efforts to ensure information published on its website is accurate.

However, occasional errors or omissions may occur.

40.2 Pricing Errors
Where a genuine pricing, calculation, or typographical error is identified before a booking is confirmed, Shuttle2Home reserves the right to correct the error or withdraw the quotation.

40.3 Intellectual Property
All content on the Shuttle2Home website, including text, logos, graphics, photographs, and branding, remains the property of Shuttle2Home or its licensors and may not be copied, reproduced, or used without prior written permission, except as permitted by law.

PART 8 – DISPUTE RESOLUTION, GOVERNING LAW & FINAL PROVISIONS

41. DISPUTE RESOLUTION

41.1 Customer Concerns
Shuttle2Home is committed to resolving genuine customer concerns fairly, promptly and professionally.

Customers are encouraged to contact Shuttle2Home as soon as reasonably possible if an issue arises.

41.2 Good Faith
Before commencing legal proceedings, both parties agree to make reasonable efforts to resolve any dispute through good faith discussions.

41.3 Escalation
If a dispute cannot be resolved through discussion, either party may pursue any rights or remedies available under New Zealand law, including proceedings in the New Zealand Disputes Tribunal or any court of competent jurisdiction.

41.4 Time for Claims
To assist a fair investigation, Customers should notify Shuttle2Home of any complaint as soon as reasonably practicable after the relevant travel.

Delays in reporting may affect Shuttle2Home’s ability to investigate.

42. GOVERNING LAW

42.1 Applicable Law
These Terms and Conditions are governed by the laws of New Zealand.

42.2 Jurisdiction
Any dispute arising from these Terms or Shuttle2Home’s services shall be determined in accordance with New Zealand law.

43. ELECTRONIC ACCEPTANCE

Customers acknowledge that these Terms and Conditions are accepted by:

requesting a quotation;
accepting a quotation;
making a booking;
making payment;
replying to an email or SMS confirming the booking;
booking through Shuttle2Home’s website;
travelling with Shuttle2Home.

Electronic acceptance has the same legal effect as signing these Terms and Conditions.

44. THIRD-PARTY BOOKINGS

44.1 Authority
A person making a booking on behalf of another passenger confirms that they have authority to:

provide booking information;
accept these Terms and Conditions; and
bind every passenger included in the booking.

44.2 Responsibility
The person making the booking remains responsible for ensuring that all passengers receive and comply with these Terms and Conditions.

45. ENTIRE AGREEMENT

45.1 Entire Agreement
These Terms and Conditions, together with the Booking Confirmation and any documents expressly incorporated by reference, constitute the entire agreement between Shuttle2Home and the Customer.

45.2 Written Changes Only
No verbal statement, promise or representation made by any employee, Driver, contractor or representative shall vary these Terms unless confirmed in writing by Shuttle2Home.

46. SEVERABILITY

If any provision of these Terms is held to be invalid, illegal or unenforceable, that provision shall be severed only to the extent necessary.
The remaining provisions shall continue in full force and effect.

47. NO WAIVER

If Shuttle2Home delays or chooses not to enforce any right under these Terms, this does not waive that right.
Any waiver must be made in writing by an authorised representative of Shuttle2Home.

48. AMENDMENTS

Shuttle2Home may amend these Terms and Conditions from time to time.
Updated Terms will apply only to new bookings made after the revised Terms are published.
The version in force on the date the booking is confirmed will apply to that booking unless New Zealand law requires otherwise.

49. SURVIVAL

The following clauses continue to apply after completion or cancellation of a booking:

Payment obligations
Administration fees
Chargebacks
Debt recovery
Privacy
Business records
Fraud investigations
False claims
Lost property
Liability
Dispute resolution
Governing law
Any clause that by its nature is intended to survive completion of the booking.

50. CONTACT DETAILS

Shuttle2Home

Website: www.shuttle2home.co.nz

Email: Contact@shuttle2home.co.nz

Phone: +642040282532

CUSTOMER ACKNOWLEDGEMENT

By requesting a quotation, accepting a quotation, making a booking, making payment, or travelling with Shuttle2Home, the Customer confirms that they:

have read these Booking Terms and Conditions;
understand these Booking Terms and Conditions;
agree to be legally bound by these Booking Terms and Conditions; and
acknowledge that these Booking Terms and Conditions form the agreement between the Customer and Shuttle2Home.