Customer Terms & Conditions

Effective: 9th October 2025

In these terms and conditions, reference to “you” or “your” is a reference to the customer, or named booker.
In these terms and conditions, reference to “us”, “we” or “our” is a reference to TheCoachCompany.co.nz Limited

1. Acceptance and agreement

By confirming a quotation and proceeding with a payment, you agree to these terms, forming a binding contract between us.
We will confirm your booking via email once payment is received.

You are responsible for ensuring that all details on your booking confirmation are accurate and complete.
If you notice any error, you must notify us in writing within 24 hours of receiving the confirmation.
Any service, feature, or item not explicitly listed on your booking confirmation is not included in the price.
We reserve the right to charge for any additional services requested after the booking is confirmed.

2. Payments

A deposit of 25% of the total booking price is due on or before the Booking Confirmation Date.
The remaining balance is due no later than 14 days prior to the first date of travel. If the booking is made within 14 days of travel, the full balance is due immediately.

If payment is not received by the due date, we reserve the right to cancel your booking, and you may forfeit any payments already made.
For account holders, a late fee and interest may apply as outlined in your credit arrangement.

3. Travel & Passenger Conduct

We will arrange for the provision of a vehicle and driver for your journey.
While we will make every reasonable effort to provide the vehicle type and features specified in your booking,
we reserve the right to substitute the vehicle with one of a similar or higher capacity and standard.
No additional charge will apply for an upgrade in this circumstance.

Travel times are estimated and not guaranteed.
We are not liable for delays caused by circumstances beyond our reasonable control, including but not limited to:

• Traffic congestion, roadworks, or diversions.
• Adverse weather conditions.
• Unforeseen vehicle mechanical issues or accidents.

You must ensure that all passengers are on time for the scheduled departure.
If you are delayed, you must notify us at least 15 minutes before the scheduled departure time.
A no-show will be declared if you are more than 15 minutes late without prior contact, which may result in the booking being cancelled without a refund.

You and all passengers must comply with the instructions of the driver and behave in a safe and respectful manner.
We reserve the right to terminate the service without compensation if any passenger poses a safety risk, engages in disruptive behaviour, or violates our safety policies
(e.g., aggressive behaviour, intoxication, or smoking on board).
You will be held liable for any damages to the vehicle caused by you or your passengers.

4. Cancellations & Termination

All cancellations must be made in writing.
If you cancel your booking, the following non-refundable cancellation fees will apply:

21+ days notice: 25% of the total booking price
14+ days notice: 50% of the total booking price
7+ days notice: 75% of the total booking price
Less than 7 days notice: 100% of the total booking price

We may terminate this agreement with immediate effect by giving you written notice if you commit a material breach of these terms
(e.g., failure to pay) and do not remedy the breach within 14 days of receiving notice.
You may terminate the agreement if we commit a material breach and fail to remedy it within 14 days of receiving your written notice.

5. Liability & Consumer Guarantees

Our services come with guarantees under the New Zealand Consumer Law (NZCL) that cannot be excluded.
Nothing in these terms is intended to limit your rights under the NZCL.
Our liability is limited to the extent permitted by law, and we are not liable for indirect or consequential loss unless such liability cannot be lawfully excluded.
We are not responsible for lost or damaged personal belongings. You are responsible for your luggage and valuables at all times.

6. Complaints & Dispute Resolution

We value your feedback. All complaints must be submitted in writing to customerservice@thecoachcompany.com

• Compensation Claims: Any claim for a refund or financial compensation must be submitted in writing with supporting evidence within 72 hours of the booking completion
• General Feedback: If you provide a complaint or feedback more than 72 hours and less than 7 days after the booking is completed, we will review it, but any compensation provided will be in the form of a credit for a future booking.
• Procedure: We aim to provide a full response within 14 working days

You agree to attempt to resolve any dispute with us directly before seeking external resolution, such as a chargeback

7. General Provisions

• Entire Agreement: These terms constitute the entire agreement between you and us.
• Jurisdiction: This agreement is governed by the laws of New Zealand, and the parties submit to the non-exclusive jurisdiction of the courts of New Zealand.
• Privacy: We handle your personal data in accordance with our Privacy Policy, which is available on our website.

This is a summary of our key terms. The full, detailed terms and conditions are available upon request.