Terms & conditions

1. Scheduled shared passenger service

Trekway Shuttles operates scheduled shared shuttle runs each day across the upper North Island (including Whangārei, Auckland, Hamilton and Tauranga, with the Tauranga ↔ Auckland service launching 1 June 2026). All shared services must be pre-booked.

These are shared passenger services. You must be flexible with travel times and willing to work in with other passengers being picked up or dropped off along the route.

Shuttle service times are subject to change at Trekway Shuttles’s discretion for reasons including weather conditions, road conditions, traffic, or operational requirements.

Trekway Shuttles reserves the right to upgrade or substitute passengers to a different vehicle, at our discretion.

Passengers on arriving flights must meet their shuttle driver at the advised pickup location as soon as possible after disembarking and collecting their luggage.

2. Private vehicle charters

Private charters are available if you require greater flexibility with pickup or drop-off times, or want a vehicle dedicated to your group.

The vehicle supplied for a private charter will be selected by Trekway Shuttles. You may request a particular vehicle (for example, our luxury sedan rather than a van), however a surcharge of NZ$50.00 (incl. GST) will apply, and any specific vehicle request is subject to availability.

3. Payment for travel

All travel must be paid for in full before the first date of travel, unless a written exception has been agreed (for example, an approved pay-on-day arrangement).

Card payments are accepted online via Stripe. A card processing fee of 2% applies to online card transactions.

We can also supply our bank details for payment by internet bank transfer on request.

4. Prices

All prices are shown in New Zealand Dollars and include GST.

A surcharge of 25% applies on public holidays.

If an incorrect price is given at the time of booking, Trekway Shuttlesreserves the right to collect the correct amount before travel commences.

Quoted rates are for addresses within 10 kilometres of the location selected at the time of booking. If your pickup or drop-off address is beyond this range, we reserve the right to charge an additional NZ$2.00 per kilometre for the extra distance.

Trekway Shuttles reserves the right to change its prices at any time. Existing confirmed bookings will be honoured at the original price at the time of booking.

5. Booking changes, cancellations and delays

Trekway Shuttles takes no responsibility for changes to scheduled flights (including earlier arrivals or delays).

Any changes to your travel plans, or known scheduled flight changes, should be advised to us as soon as possible. Failure to do so may result in your shuttle leaving without you, in which case you will need to wait for the next available shuttle. (This does not apply to private charter bookings.)

We monitor flight arrival times where possible and endeavour to accommodate late arrivals, however you may be required to wait for the next available scheduled shuttle if your original shuttle has had to depart. This may not be until the following day. The replacement transfer will be provided at no extra cost; should the replacement transfer be declined by the passenger, the booking will become non-refundable. (This does not apply to private charter bookings.)

All bookings made by the passenger incorrectly via the online booking system or by telephone (for example, incorrect pickup or departure dates or times) are non-refundable.

Cancellation of a confirmed booking with more than 7 days’ notice prior to the scheduled collection time will incur a NZ$50 cancellation fee per booking, plus any non-recoverable surcharges.

Cancellations with less than 7 days’ notice but more than 48 hours prior to travel will incur a 50% cancellation fee.

Cancellations made within 48 hours of the scheduled collection time are non-refundable.

At our discretion, bookings may be converted to an open-dated ticket, valid for 6 months from the date of change. Open-dated tickets become non-refundable if not used within this period.

6. Luggage allowance

The standard luggage allowance is one small carry-on item and one large suitcase (up to 30 kg) per paying passenger.

Additional standard-size luggage items may be carried at our discretion, and must be pre-booked and pre-paid.

If, on pickup, you have more luggage than was originally booked or notified, we reserve the right to charge an additional NZ$20 per item. This may be paid to your driver at the time of pickup.

Oversized or unusually heavy items (such as surfboards, bicycles, golf clubs, ski gear, etc.) will only be carried if pre-booked. The size and description must be disclosed at the time of booking.

It is important to notify Trekway Shuttles of any extra items prior to pickup, as we may not have sufficient luggage space available.

Trekway Shuttles reserves the right to refuse carriage of luggage items that have not been booked or notified prior to pickup.

You may be required to assist our driver with loading and unloading your luggage.

7. On-board behaviour

All passengers must remain seated whilst the vehicle is in motion and must wear a seat belt at all times, as required by New Zealand law.

Smoking, vaping, eating, or the consumption of alcoholic beverages is not permitted in any Trekway Shuttles vehicle.

Our drivers may decline or terminate carriage of any passenger behaving in a way that is unsafe, unlawful, or disrespectful to the driver or other passengers. No refund will be given in such cases.

8. Child passengers

When travelling with an accompanying adult, children aged 4–14 years pay half fare, and children under 4 years travel free of charge.

Trekway Shuttles may accept bookings for unaccompanied children at our discretion (minimum age determined on a case-by-case basis).

We require signed paperwork consenting to travel for any unaccompanied child, signed by a guardian prior to departure, and again by the designated person meeting the child on arrival. Each unaccompanied child is charged at the adult fare.

Trekway Shuttles does not provide child car seats or booster seats. If you are travelling with infants or young children, you are welcome to bring your own car seat or booster seat and will be required to install it in the vehicle.

We are happy to store your car seat or booster seat at our depot until your return trip, at a cost of NZ$20.00.

9. Special assistance

Passengers who require physical assistance to be lifted on or off the vehicle must arrange for a support person to provide this assistance at the pickup and drop-off points.

For health and safety reasons, our drivers are not permitted to physically lift passengers on or off the vehicle.

Wheelchair-accessible vehicles may be available on request. If you require this service, please advise us at the time of booking. This is subject to availability.

10. Animals

Certified service animals are welcome on Trekway Shuttles vehicles. Please notify us of the presence of your service animal at the time you make your booking.

Other domestic pets may not be carried. We can provide contact details for alternative pet-transport providers on request.

11. Loss or damage

Loss or damage to your personal items or luggage through theft or negligence is not the responsibility of Trekway Shuttles.

Trekway Shuttles recommends that all passengers hold appropriate travel insurance.

12. Dangerous goods

For safety reasons, articles classified as dangerous goods must not be carried in your luggage unless they have been advised in writing to Trekway Shuttles prior to travel and accepted for carriage in writing by Trekway Shuttles.

These include but are not limited to: loaded firearms; corrosive materials (such as alkalis, acids, wet-cell batteries, mercury); explosives (fireworks and articles that are easily ignited); flammable liquids and solids (such as heater fuels and flammable aerosols); poisonous, toxic or infectious substances; compressed gases (deeply refrigerated, flammable, non-flammable and poisonous); and any other dangerous, offensive or noxious materials.

13. Events beyond our control

You acknowledge that in the event of any environmental “Acts of God” (earthquake, flooding, severe weather, volcanic activity or other naturally occurring emergency events), global emergencies (war, pandemics, etc.), or operationally disruptive events (unforeseen traffic congestion, road closures, civil event disruption, etc.), Trekway Shuttles may not be able to provide the timely delivery of services to you, even when employing its best efforts.

You acknowledge that, should such events arise, it is your sole responsibility to monitor those events and make changes to your travel plans (with Trekway Shuttles or other transport providers) to mitigate any risk to your travel arrangements.

In any of these situations (or any situation reasonably beyond our control), Trekway Shuttles reserves the right to convert affected bookings into open-dated, transferrable tickets, without issuing refunds. Any affected booking may be transferred to family or friends and will be valid for 12 months from the original date of travel.

14. Liability

We carry passenger transport insurance as required by New Zealand law. Our liability for delay is limited to the fare paid for the affected leg of travel. We are not liable for indirect or consequential losses (such as missed flights, accommodation costs, or onward travel) where a delay is caused by circumstances reasonably outside our control, including traffic, weather, road closures, mechanical failure, or any of the events described in clause 13.

15. Modification of terms and conditions

Trekway Shuttles reserves the right to modify these Terms and Conditions from time to time at its sole discretion, without notice or liability to you.

By continuing to use our services after a change, you agree to be bound by these Terms and Conditions, as modified. Please review the most current version periodically so that you are aware of any changes.

16. Contact

For booking changes, refunds, complaints, or any other questions about these terms, please email info@trekwayshuttle.co.nz or message us on WhatsApp at 021 027 12782.