Refund and Cancellation Policy

1. Requests and holds

Every booking starts as a request to the driver. Your card is held, not charged, until the driver accepts. If the driver declines or does not respond within 12 hours, the hold is released and you pay nothing. You can cancel an unanswered request at any time at no cost.

Requests made within 3 hours of departure cost 20% more, because of the extra admin and the driver adjusting their plans at short notice. This is shown in your quote before you pay, and the same hold-not-charge rule applies.

2. Passenger cancellations

• 24 hours or more 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.

3. Driver cancellations

Drivers must cancel at least 24 hours before the ride. If a driver cancels a confirmed booking, the passenger will receive a full refund. The driver may also have their account reviewed.

4. Private rides

If you buy all available seats on a trip to make it private, the same cancellation rules apply to the whole booking.

5. 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.

6. 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.

7. 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.

8. 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.

9. Contact us

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