Terms & Conditions

All booking made through the website www.supervans.co.nz and bookings made by telephone, fax, email or any other communication mechanism are subject to the Carriage of Goods Act 1979 and the following terms and conditions. By agreeing to these terms and conditions, you acknowledge and agree to be bound by the conditions of use listed below.

All customers acknowledge that Supervan Limited appoints employee and drivers to provide services on its behalf and these product and services will be provided to them by these appointed employees and drivers. They also agree that these terms and condition will continue to apply in full where Supervan Limited’s employees or drivers are appointed to provide services on behalf of Supervan Limited. Supervan Limited or its employee or any other appointed by Supervan Limited may refuse transfer if the passenger is unable to provide valid travel documents, if they are under the influence of drugs or alcohol, and/or they are consuming any foods or drinks or if it is necessary for the safety, security or comfort for other passengers or their property they are travelling with. All passengers are recommended to book their transfer at least 72 hours prior to travel time to avoid the last-minute disappointment. All customers are required to show the travel documents (Email confirmation issued by the Supervan Limited at the time of booking) to the driver on duty. The driver will check the booking details and payment status. All passengers are required to remain seated during travel and ensure their seat belt is always fastened (New Zealand Law). If your flight lands at the airport (Auckland Airport) at the scheduled time, you may be required to wait for up to 2 hours after meeting your driver. For flight arrivals between 1am and 4.30am and 1:00 pm – 4:00 pm, you may be required to wait longer than 2 hours. Flights that arrive early or late are out of our control. Late passengers may be transferred to the next available shuttle that has sufficient room. This will be done at no extra cost as part of our service. Passengers on arrival must meet their shuttle driver as soon as possible. Any delay beyond 45 minutes from your flight arrival time must be advised to the office as soon as possible. Failure to do so could mean your shuttle will leave without you and you will have to wait for the next shuttle. Supervan Limited and its team will put their best efforts to carry our customers and their baggage to the agreed destination within a reasonable timeframe in accordance with the itinerary issued at the time of booking. However, however it is not guaranteed to do so. All customers acknowledge in the event of any “Act Of God” (Such as Earthquake, flood, bad weather or any natural emergency events) or operationally disruptive events (For example, Civil event, unforeseen traffic, road works, accident, congestion and other disruptive events) arise on the day of travel, Supervan Limited may not be able to provide the timely delivery of services to our customers. In such events, all customers acknowledge that it is their sole responsibility to monitor such events and make changes to their travel plans either with Supervan Limited or other service provider to mitigate such risks. Supervan Shuttle reserves the right to change its prices at any time. All the existing bookings will be honoured at the same cost discussed at the time of booking. A 20% surcharge applies on New Zealand Statutory Holidays. If the incorrect price is given at the time of booking, Supervan Shuttle reserves the right to collect the correct amount before travel is commenced. The passengers travelling in Supervan vehicle are required to notify the Supervan Limited office in writing in case of baggage (being carried in dedicated luggage trailer) is lost or damage within the 7 days from the date of travel. Supervan Limited reserves the right to substitute any vehicle or carrier without any prior notice to customers whenever it is needed.

Booking for shuttle to the airport, Hobbiton Movie set or Waitomo Caves are valid only for the date and time specified at the time of booking. Supervan Limited does not take any responsibility for unused booking or cost incurred due to customer mistake or carelessness. Booking can be changed or amended before 12 hours from scheduled pick up time. However, amendments not guaranteed and are subject to availability and additional charges may apply.

It is a fixed price, door to door service, where everyone is booked individually, and they are unknown to each other share the vehicle during their travel to or from an airport. If you are booked for shared passenger service, please be advised to be flexible with travel times. Any changes to your travel plans should be advised to us as soon as possible. We will try our best to accommodate these where possible. We will monitor flight arrival times and try and accommodate late arrivals where possible, you may have to wait for the next scheduled shuttle if the original must leave due to other passengers arriving on time. Supervan Shuttles takes no responsibility when flights arrive early or late. Late passengers may be transferred to the next available shuttle that has sufficient room. This will be done at no extra cost. Passengers on arriving flights must meet the shuttle driver as soon as possible, any delays beyond 45 minutes from the flight’s arrival time must be advised to the office immediately. Failure to do so could mean your shuttle will leave without you and you will have to wait for the next one. Waiting time at the airport is up to 2 hours after meeting your driver for other passengers. This applies to flights arriving on schedule. Flights that arrive early or late are out of our control. For flight arrivals between 1am and 4.30am and 1:00 pm – 4:00 pm, you may be required to wait longer than 2 hours. Luggage allowance is one small and one large suitcase per booking (For Adults and the kids aged 4 to 15 years old). Luggage allowance for the infants is one carry on bag (up to 7 kgs). Extra items are carried at our discretion. Supervan Shuttles takes no responsibility when flights arrive early or late. Late passengers may be transferred to the next available shuttle that has sufficient room. This will be done at no extra cost. Additional standard size luggage items are carried at our discretion and must be pre-booked and pre-paid at a charge of $10.00 per item. Quoted rates include GST of 15% and are given in New Zealand dollars. Rates quoted are for addresses within 10 kilometres of the location selected from the list of addresses. Should your address prove to be beyond this then we reserve the right to charge an additional $2.00 per kilometre if it results in a longer transfer distance. Children, infants, and babies will only be carried if you have a suitable child seat or if one has been requested from us. Booster seats for children are provided free of charge. Baby and Infant seats may be hired for $15.00 (Incl. GST) each way. All must be reserved at the time of booking and are subject to availability. Oversize items will only be carried if pre-booked, the charge for such items is $20.00 (incl. GST). We do not accept large items such as (but not limited to) bike, surfboard. Private transfer is recommended if you are travelling with such items. Accepted credit cards are Visa & MasterCard. A non-refundable 3.5% administration fee will apply to Visa & Mastercard credit card transactions. Please note that we do not accept American Express credit cards. Supervan Shuttles reserves the right to change its prices at any time. Existing bookings already made will be honoured at the original price at the time of booking. Prior reservation is recommended for the transfer to the airport or from the Auckland airport to avoid disappointment. Customers can contact the Supervan Driver on duty for booking. However, confirmation is subject to availability. All the customers are required to be at Auckland airport at least 3 hours before the scheduled departure time (International Flights) and at least 2 hours before flight departure time for domestic flights. The time of travel between Hamilton to Auckland airport is around 2 hours without traffic. All customers are recommended to keep enough time in hand in the case of unforeseen traffic. The van will arrive within the 15 minutes time from the pickup time and will wait up to 15 minutes. This is passenger responsibility to be ready for the pickup as per scheduled time. The pickup time for all the shared transfer departing from Hamilton will be confirmed a day before depending upon all other passengers’ requirement. Once a booking has been confirmed, a cancellation fee NZ$ 40.00 (Incl. GST) per booking will apply if cancelled at least 48 hours prior to the collection time. For any cancellations made within 48 hours of the collection time, no refunds will be given. A 25% surcharge applies to adult and child fares on New Zealand Statutory holidays, this will be advised on your booking confirmation. For groups of more than 8 persons please contact us for a quotation. Please note that we do not operate shared transfer for Hamilton airport.

All customers are advised to book their travel at least 72 hours prior to travel time to avoid disappointment. They can check with the driver on duty or can contact customer care for availability, however booking is not guaranteed. If confirmed, this will be a non-refundable booking and must be paid in advance. Please provide correct emails or other contact details so that you can review your booking in confirmation email.

» A Flat rate will be quoted at the time of booking (Shared ride transfer) and will be guaranteed so long the booking is not amended.
» A flat rate will be quoted for exclusive ride and this will not change till it is not amended. However, this will be a nonstop transfer between the agreed points.
» In the case of private hire, prior booking is essential, and rate will be discussed at the time of booking and will remain unchanged till the time it is not amended.
» A separate charge may occur if extra stops are requested during transfer and is entirely.
» All rates will be GST included. However, this does not include the credit card surcharge..

» Prepayment is compulsory for all bookings.
» Supervan Limited or our staff or drivers reserve the rights to request for identification for credit card payment. Failing to which they may be denied for any services from Supervan Limited. We accept only 3 forms of ID. These are NZ Driver License, 18 + card and passport. No other form of ID will be accepted in any circumstances.
» Payment can be made by cash, Eftpos or credit card or through online transaction. An additional charge of 3.5% (Non-refundable) will apply to all credit card transactions. This will be notified at the time of payment.
» All payments will be in NZ$. No other currency will be accepted under any circumstances.
» This is customer responsibility to ask for the receipt of payment. We are happy to email you the receipt upon request.

» Cancellation, amendment, or request for refund can be done by calling 0800 777 826 or emailing Supervan limited office email.
» Once the booking has been confirmed and paid for, a $40.00 per booking administration cancellation fee (Excluding non-refundable 3.5% credit card surcharge if there is any) will apply if cancelled within at least 72 hours prior to the collection time. Any cancellations made within 48 hours of the collection time; no refunds will be given.
» There is no fee to amend the bookings for different dates and time (subject to availability). However, this must be done 48 hours prior to travel time. Any amendments within 48 hours will incur a $40.00 amendment fee per booking.
» Any booking made within 24 hours will be non-refundable.
» No refund will be in the case of No Show. However, we will try our best to contact the person booked for the ride. No van will wait more than 15 minutes for anyone.
» If the flight arrival time gets changed, we will put our best effort to match the amended flight arrival time. Otherwise, passenger can amend their transfer by calling the Supervan Limited office at least 1 hour before the scheduled pick up time (Subject to availability).
» All passengers are required to provide the accurate information at the time of booking and before submitting he/she agree to it. Supervan limited is not responsible for the inconvenience caused due to the incorrect information. No refund will be entertained if the passengers miss his service.

» All Group transfers, tours and Event transfers are advised to be cancelled before 7 days before. If cancelled before 7 days, cancellation fee of $40.00 will apply. If cancelled within 7 days from the day of booking, 50% cancellation fee will apply. If the booking cancelled within 72 hours from the booking time, no refund will be given. We can amend the booking for another date for no additional charge.

Smoking, alcoholic and non-alcoholic drink (Except water) and food is not permitted in our vehicle.

» Supervan limited vans welcome “Guide Dogs”. However, we need prior information about the presence of any guide dog at the time of booking.
» No pets are allowed in the vans if you are booked for shared ride. Alternatively, one can book exclusive ride and travel with pets. Please advise us at the time of booking if you are travelling with pets.

» Children are permitted to travel in Supervan Shuttle when they are accompanied by a responsible adult. Please advise us the number of children travelling with you at the time of booking to reserve the seat.
» We do not accept any booking for unaccompanied minor less than 13 years of age. They must be accompanied by a responsible adult. Supervan limited or Supervan employee reserve the right to check the ID to confirm the age of minor.
» If your child is under the minimum age/weight/height, you must supply an approved car seat for each child travelling with you or we can organize as on request (charges apply) and are subject to availability.

Passenger who requires special assistance (Such as lifting them on or off the van) is required to arrange someone well in advance. Our employee is not permitted to participate in such case for health and safety reason.

» Supervan Limited or our employees or drivers are not responsible for the delays in anticipated arrival due to bad weather, traffic or Road conditions, or any unforeseen incidents on the day of travel. We reserve all rights to cancel or amend or refund the reserved booking fee prior to scheduled pick up time.
» Shared ride takes longer time than exclusive one, as we will stop for another passenger to load and unload them. This travel time also depends upon the road condition, weather, unforeseen traffic, and other incidents on the day of travel. So, we cannot provide exact travel time at the time of booking.
» However, we will put our best effort to make your journey comfortable.

Supervan Limited personnel (staff or driver on duty) will station themselves at an appropriate point at an airline terminal or other nominated public transport terminal and display passenger’s or group name on a signboard so that one can easily locate us. Our staff will put their best effort to locate the customer. However, Supervan Limited makes no guarantee of locating the traveller during such Meet and Greet Services. If you do not find your driver within 10 minutes of your pickup time, please contact Supervan Limited on (0800 777 826) to trace the location of your driver.

Other services including wake-up calls, and other services as agreed between Supervan Limited and the customer at the time of booking and the booking of such services by customer is entirely at their risk. All customers acknowledge that the Supervan Limited shall not be held liable for any consequent damages or costs, injury or damage to persons or property in the event that the service is not delivered by Supervan Limited or by the employee or drivers appointed by Supervan Limited.

» All customers are required to advise the correct amount of baggage they are intended to travel with at the time of booking. Failure to which may incur additional charge, or they may have to organize another vehicle as an alternative.
» Any valuables, priceless items, and prescription drugs must be in passengers’ possession during travel.
» The shared ride fare includes 1 piece of checked baggage (weighing no more than 23 kg and of a maximum combined dimension of 158 cm) and 1 piece airline carryon items (Such as purses, laptop cases, briefcase, small suitcases, & backpacks).
» The larger item will be stowed in the rear storage area or in shuttle trailer.
» We do have limited space in our shuttle. Therefore, oversized items such as surfboard, snowboard, skis, bikes and large boxes or non-suitcase type items are not accepted unless advised. Please be advised to discuss with us at the time of booking or organize an alternative if you are travelling with these items.

For safety reasons, we do not allow following items in your baggage unless they have been notified at the time of booking process: » Firearms
» Corrosive materials such as acid, wet cell batteries, mercury, alkalis, etc.
» Explosives such as fireworks, ammunitions and other article that are easily ignited.
» Poisonous, toxic chemicals and other products which are used in gardening, Agriculture and in swimming pool cleaning, etc.
» Flammable liquids such as petrol, Diesel, kerosene oil, solvent based paints and epoxy resin, methylated spirits, etc.
» Compressed Gases, LPG Cylinders, compressed air cylinders (Used for scuba diving)
» Radioactive Materials
» Other dangerous goods such as noxious or offensive materials.

Supervan Limited and/or any employee, contractor or Driver appointed by Supervan Limited will try their best to accommodate your needs. However, we do not accept the following items in baggage while travelling with Supervan Shuttle and we do not take any responsibility for their damage or lost: » Jewellery and other valuables, priceless items, antiques, prescription drugs, etc. These items should be in passengers’ possession while travelling with us.
» Fragile items such as glassware, wine bottle and other similar items.
» Electronic Goods such as (but not limited to) camera, laptop, mobiles, I Pad, Tablets, and other electronic devices.
» Any items which is not packed and cannot be secured properly and might affect the travel by road transport.

The passengers are required to booking to provide Supervan Limited their contact number, so that we can provide up to date information at the time of transfer. For a booking with non-airport pickup point, passenger must be contactable in the 2-hour period immediately prior to the booked pick up time on the same contact number provided at the time of booking. If anyone who is not contactable on the designated contact number, Supervan Limited will not be liable for any costs, damages, or losses that they may incur because of not meeting the agreed travel time.

For “Shared Ride” transfer pickups where passenger is travelling to an airport, passenger must be ready at their agreed pickup point at least 5 minutes before the scheduled pickup time. Failure to meet this report time may result in the delay or even cancellation of the service (depending on the extent of your lateness). In such circumstances Supervan Limited will not refund the reservation amount or will not be liable for any costs, damages or losses incur due to the delay or cancellation of the service. If the vehicle does not arrive at the pickup point within 10 minutes of the scheduled and notified pickup time, passengers are required to contact Supervan Limited on (0800 777 826). If the passenger does not advise Supervan Limited personnel of the non-arrival of vehicle within 10 minutes of such scheduled pickup time, Supervan Limited will not be responsible for any costs, damages, or losses that the booked passenger may incur.

Normal wear and tear to the personal items is the part of handling process during transportation. Supervan Limited is not liable for wear and tear and/ or minor damages like scratches, dings, nicks, broken pull handles/ strap, broken wheels or feet or any damages that occurred due to over or improper packing and fragile items, etc. Passengers are sole responsible for their carryon items and these should be in their possession all the times. Supervan Limited or any employee or drivers on duty are not liable for the loss or damage of such items. Passengers must report to Supervan Limited office in writing if their checked baggage are lost or damaged significantly. The total liability of any lost or damaged baggage during travel is limited to NZ$ 200.00 (incl. GST)per passenger. However, The Supervan Limited reserves all the rights to check the reasons behind the loss or any significant damage to the property. The liability of Supervan Limited for damages resulting by reason of the personal injury or death of a passenger will be excluded in accordance with the Accident Insurance Act 1998 and the Accident Insurance (Transitional Provisions) Act 2000.

Supervan Limited or its employee or designated drivers are committed to protect our customers’ privacy. However, we use the passenger’s information (provided at the time of booking) to secure their booking.

Supervan Shuttle reserves the right to modify these terms and conditions from time to time in its sole discretion, without notice or liability to you. You agree to be bound by these Terms and Conditions, as modified.