Terms & Conditions

Luxury Shuttle operates premium shared and private vehicle transfers between the Bay of Plenty region (including Tauranga, Rotorua, Whakatāne, Hamilton, Katikati, Waihi, and Paeroa) and Auckland International Airport.

Departures operate on fixed schedules. Seat availability is confirmed at the time of booking and is subject to vehicle capacity.

We reserve the right to substitute vehicles of equivalent or superior standard when required.

Bookings must be made at least 8 hours before the scheduled departure time. Bookings within this window cannot be accepted online — please call us directly on 027 777 0005.

Bookings are for a vehicle, not individual seats. The price quoted covers your entire group up to the maximum passenger number shown at booking.

A booking made online is only confirmed once full payment has been received and you have received a booking confirmation email from us.

A booking arranged with us directly, for example by phone or email, is confirmed when we confirm it with you, on the payment arrangement agreed at that time (see section 3).

You are responsible for ensuring all passenger names, contact details, and pickup addresses provided are accurate.

Online bookings are paid in full at the time of booking. Payment is processed securely via Stripe, and we accept all major credit and debit cards. A receipt is emailed to you automatically.

All prices are in New Zealand Dollars (NZD) and are inclusive of GST.

For a booking arranged with us directly, we may agree one of the following payment arrangements with you, at our discretion:

• Payment link — we email you a secure Stripe payment link, payable by card or Afterpay. Your seats are held until the link expires, as stated in the email. If payment has not been received by then, the booking lapses and the seats are released.
• Pay the driver — the full fare is paid to the driver on the day of travel. If the fare is not paid, we may refuse carriage.
• On account — the fare is charged to an account agreed with us, such as your employer or accommodation provider, and is payable on the terms agreed with that account holder.
• Already paid — you have paid us the full fare another way, for example by bank transfer or cash, and we confirm the booking against that payment.
• Complimentary — travel we have agreed to provide free of charge.

If a payment reaches us after your booking has lapsed or been cancelled, we will contact you and either refund it in full or, with your agreement, apply it to a new booking at the same fare.

Free pickup is provided within 10 km of the published route pickup point for your departure. If your address is outside this zone, our team will contact you to arrange a small additional surcharge before your trip departs.

Please be ready at your pickup address 5 minutes before your scheduled departure time. Our driver will wait up to 5 minutes. We cannot guarantee the driver will wait beyond this time, as delays affect all other passengers.

If you cannot be located at the time of pickup and have not contacted us, the booking will be treated as a no-show. No refund is available for no-shows.

Please see our Cancellation Policy for full details on cancellations and refunds.

In summary: cancellations made at least 24 hours before departure are eligible for a full refund. Cancellations within 24 hours of departure are non-refundable.

Standard luggage allowance is one suitcase and one carry-on bag per passenger. Oversized or excessive luggage (surfboards, bicycles, large sporting equipment) must be declared at the time of booking. We may decline to carry undeclared oversized items.

Luxury Shuttle accepts no liability for loss, damage, or theft of luggage or personal belongings carried in our vehicles.

Passengers must not consume alcohol or illegal substances in our vehicles. Seatbelts must be worn at all times where provided.

We reserve the right to refuse carriage to, or remove from a vehicle, any passenger who is intoxicated, abusive, or whose behaviour poses a risk to the safety of the driver or other passengers. No refund will be issued in such circumstances.

Smoking (including vaping) is strictly prohibited in all vehicles.

We make every effort to operate on schedule. However, departure and arrival times are estimates and may be affected by traffic, weather, or other circumstances beyond our control.

If we need to cancel or significantly alter a departure, we will notify you as soon as possible and arrange a full refund or alternative travel if available.

Luxury Shuttle is not liable for any costs, losses, or missed flights resulting from delays beyond our reasonable control.

Our liability to you is limited to the amount you paid for the booking. We are not liable for indirect, consequential, or special damages of any kind.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, as required by New Zealand law.

Personal information collected at booking (name, email, phone number) is used solely to process your booking, communicate with you about your trip, and send your confirmation and receipt. We do not sell or share your information with third parties except as required to deliver your service (e.g. the driver assigned to your departure).

By providing your details, you consent to receiving transactional communications related to your booking.

These terms are governed by the laws of New Zealand. Any disputes shall be subject to the exclusive jurisdiction of the New Zealand courts.

If you have any questions about these terms, please contact us:

Thomas Motors Ltd
Phone: 027 777 0005
Freephone: 0800 770 800 (freephone, NZ only)
Email: thomasmotorstauranga@gmail.com
Bay of Plenty, New Zealand