Cancellation Policy

How to Cancel

You can cancel your booking by calling us on 022 175 1392 or by logging into your account and selecting the booking you wish to cancel. Cancellations are processed immediately.

Refund Eligibility

More than 24 hours before your scheduled departure: You are entitled to a full refund of the amount paid. The refund is returned to your original payment card and typically appears within 5–10 business days, depending on your bank.

24 hours or less before your scheduled departure: No refund is available. This is because we may have declined other bookings for your seat and are unable to fill the space at short notice.

No-Shows

If our driver arrives at your pickup address and you cannot be located, and you have not contacted us to advise of a delay, the booking will be marked as a no-show. No refund is issued for no-shows.

If you are running late, please call us immediately on 022 175 1392. We will do our best to accommodate you, but cannot guarantee the driver can wait if other passengers would be affected.

Cancellations by Luxury Shuttle

If we need to cancel your departure (due to vehicle breakdown, severe weather, or other circumstances beyond our control), we will notify you by phone and email as soon as possible. You will receive a full refund of the amount paid.

We will make every effort to arrange alternative transport, but cannot guarantee availability or cover the cost of alternative arrangements made independently.

Changes to Bookings

If you need to change your booking (different date, time, or passenger count), please call us on 022 175 1392. We will do our best to accommodate changes subject to availability. Changes are treated as a cancellation of the original booking and a new booking — the same refund policy applies to the original booking.

Refund Processing

Refunds are issued to the original payment card only. We are unable to issue refunds by cash, bank transfer, or to a different card. Please allow 5–10 business days for the refund to appear on your statement.

Questions?

If you have any questions about our cancellation policy or need help with your booking, please call us:

022 175 1392
thomasmotorstauranga@gmail.com
Thomas Motors Ltd, Bay of Plenty, New Zealand