Refund and Cancellation Policy

1. Passenger cancellations

• More than 24 hours before departure: full refund to your original payment method.
• Less than 24 hours before departure: 50% refund.
• After the trip has departed: no refund, unless the driver cancels or the trip could not run.

2. Driver cancellations

If a driver cancels a confirmed booking, the passenger will receive a full refund. The driver may also have their account reviewed.

3. If the trip does not run

If a driver does not show up, the vehicle is unfit, or the trip cannot go ahead for a reason within the driver's control, the passenger will receive a full refund.

4. Platform cancellations

We may cancel a booking or trip if we believe it breaks our rules, puts safety at risk, or is required by law. In these cases we will refund the passenger where appropriate.

5. Refund timing

Refunds are processed back to the original payment method. Depending on your bank or card provider, this can take 5 to 10 business days.

6. Booking changes

Passengers cannot change the date, time, or route of a booking after it is confirmed. You will need to cancel and rebook, subject to the cancellation rules above.

7. Contact us

If you need to cancel or request a refund, email hello@backhaulrides.co.nz.