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.
Conditions of Carriage
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 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 customers are required to pay their fare before the start of travel. Payment can be done via cash, Eftpos or credit card. We offer merchant services for Master card, Visa and Visa debit. All credit cards payment will incur a payment transaction fee. This fee will be notified at the time of payment and booking.
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 to 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.
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.
The Supervan Limited also reserves the right for any change, modification or to waive any terms and conditions listed on the website. No agent, employee or contractor are authorised to alter or modify these terms and conditions.
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 doesn’t 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.
Shared Ride transportation
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. Prior reservation is recommended for the transfer to the airport or from the 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 the 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.
A shared ride booking from airport to Hamilton or any other place doesn’t mean a van will wait for passenger outside the airport. However, the van will be waiting for them on pre chartered van stand.
Supervan Private Hire Service (Touring, sightseeing or other)
The private hire service is an exclusive service which is direct and nonstop transfer between two places. This is ideal for private trip, sightseeing or touring. Prior booking is recommended for private hire services and the breadth & scope of transfer will be as agreed between the customer and the Supervan Limited or the employee of Supervan Limited, at the time of booking.
Short notice reservation
All customers are advised to book their travel at least 48 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, there will be non-refundable booking. Please provide correct emails or other contact details so that you can review your booking in confirmation email.
Cancellation, Amendment, No Show and Refund
Smoking, food and drink
Smoking, alcoholic and non-alcoholic drink (Except water) and food is not permitted in our vehicle.
Animals in vehicle
Travelling with Children
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.
Travel time and delays
Meet and Greet Services at airport
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) in order 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 if the service is not delivered by Supervan Limited or by the employee or drivers appointed by Supervan Limited.
Dangerous goods policy
For safety reasons, we do not allow following items in your baggage unless they have been notified at the time of booking process:
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:
Contact Details on Travel Date
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 as a result of not meeting the agreed travel time.
Passenger’s Ready Time at Pickup Point and Contact Requirements in the Event of “Service No Show”
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 doesn’t arrive at the pickup point within 5 minutes of the scheduled and notified pickup time, passengers are required to contact Supervan Limited on (0800 777 826). If the passenger doesn’t 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 carry on 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$ 1500.00 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.