All transportation operated by Kiwi Shuttles Dunedin 2006 LTD (“Kiwi Shuttle”) is subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at: www.kiwishuttles.co.nz /terms.php.

By agreeing to these terms of service, you also confirm that you understand how our service works.


  • Minimum requirement for reservations is 24hours before departures or arrivals.
  • Reservations can be made at the customer’s convenience by telephone or by booking online.
  • Reservations for transportation to the airport are valid only for the time and date specified.
  • Reservations for transportation from the airport are valid only for the date specified.
  • Last minute bookings may be accepted only if a vehicle and drivers are available.
  • When changing the pick up or drop off location of a reservation, rates may subject to change and additional charges may apply.

Kiwi Shuttle Shared Ride to the Airport

  • Reservations are required for service to the airport.
  • For reservations to the airport, Kiwi Shuttles guarantees the customer will arrive at the airport in time to make his or her flight when booking based on the pre-set times recommended by the company’s  staff or reservation system.
  • If customers choose pickup times outside those recommended during the reservation process, they do so at their own risk.
  • The vehicle should arrive within the 15-minute window selected at the time of booking.
  • It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at the beginning of the 15-minute window, and remain for the full designated 15-minute pickup window.
  • Failure to do so may inhibit our ability to provide service and may result in possible forfeiture of fare.
  • The customer must include the “Day of Travel” (a functional) phone number in the event the driver calls for assistance during the pickup process.
  • Kiwi Shuttle drivers are not required to call this phone number in advance of the pickup, however. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare.
  • Customer may also receive additional notification calls to the designated contact number announcing reservation details in advance of the pickup.

Kiwi Shuttles Shared Ride from the Airport

  • Reservations from the airport are required.  
  • Advance reservations are essential to guarantee a van will be waiting for the customer at the time of arrival. Shuttle may run a few minutes late from town.
  • Reservations requirement for arrivals include arrival time, flight number and your destination.

Kiwi Shuttles Private Hire

  • Reservations also required to book Kiwi Shuttle Private Hire service.
  • Private Hire is direct and can be used for non-stop transportation to or from the airport.
  • Private Hire for location to location, or special function.

Charter Reservations

  • Charters options include outside city boundaries transportation.
  • City tours and site seeing for small groups minimum of 4 maximum of 10 people. Minimum charter is 2hrs
  • Charters require a two-hour minimum reservation and at least 1 hour advanced notice. Charter reservations should be made in advance to ensure availability.
  • Charter vehicles are available based on demand and cannot be guaranteed on short notice.


  • Customers must pay at the time of booking to secure advance reservations.
  • Any charges are processed at the time of booking and are refundable following the terms outlined in the cancellation policy below.
  • Online allow customers to book and pay online.
  • Customers can pay by Eftpos or Credit Card in-vehicle terminals.
  • Accounts are billed after the reservation is complete. These accounts are typically managed as part of Corporate Accounts and require credit approval.


  • Web-based reservations have the option to receive an email confirmation with complete reservation and payment details.
  • Telephone reservations, it is the customer’s responsibility to ask for a receipt as proof of payment in van.
  • Kiwi Shuttles cannot guarantee the generation of receipts after the fact.

Cancellations: Kiwi Shuttles e Cancellation Policy

  • Customers can cancel a Kiwi Shuttle ride at any time up to two (2) hours before the scheduled pickup for a full refund using the website.
  • Cancellations can also be made by calling 0800 365494
  • Kiwi Shuttle will not provide a refund if the reservation is cancelled or changed less than 2 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within two hours of pickup time.

Flight Cancellations and Delays Due to Airlines

  • Failure to contact Kiwi Shuttle with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare.
  • Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.

Luggage and Personal Items

  • Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.
  • Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.

Luggage Restrictions

  • For each passenger, at no extra cost, the following is accepted on board the vehicle:
  • 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.
  • Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.

Extra Luggage and Oversized Items

  • Shuttle vehicles have limited space. Items considered excessive are subject to a small fee. The fee is dependent on the item(s) in question and may vary by location.
  • Sports equipment (e.g. bikes, surfboards, skis, golf clubs, etc.) and pet carriers will be subject to additional fees.
  • Large boxes may also incur an additional fee. Boxes include bicycle boxes, travel trunks, and musical cases for larger instruments.
  • Shipping boxes are also considered oversized due to the weight they can hold, not because of their dimensions.

Damaged Items

  • Normal wear and tear to personal items is typical of the handling process during transportation.
  • Transporting large items, such as luggage, may result in scratches, dings, and nicks.  Kiwi Shuttle and its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.
  • It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.
  • Customer must report significant damage to any personal items during use of the service immediately to our office  0800365494.

Lost Items

  • Passengers are responsible for their own luggage and any items placed by themselves or Kiwi Shuttle representatives in the van.
  • Kiwi Shuttle assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.
  • Kiwi Shuttle and its operators are also not liable for lost items left behind in the vehicle by a customer.
  • Kiwi Shuttle does want to help customers reunite with lost items whenever possible. If an item is lost, Kiwi Shuttle recommends the customer immediately contact Office 0800 365494.
  • Returning left behind or found items may incur delivery and/or shipping charges to the recipient.
  • Any left behind or lost items will be taken to Dunedin Central Police station.

Safety Seatbelts

  • Seatbelts are provided for customer safety.
  • Kiwi Shuttle requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law.

Vehicle Capacities

  • Kiwi Shuttle vans seat 11X passengers
  • Oversized or excess luggage may require a larger or private vehicle at an additional cost.
  • Seat capacity is limited to seats with working safety belts. New Zealand laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.


  • Smoking is not permitted in any of our vehicles.

User Error

  • Customer is responsible for providing accurate information at time of booking.
  • When he/she provides information for travel, the customer agrees that the information will be accurate.
  • Kiwi Shuttle is not responsible for mistakes made by customers while using the service, its official websites, or mobile text.
  • Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, certain locations provide automated reminder phone calls the day before pickup, allowing the customer time to cancel or make any changes two hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.

Travel Times

  • Unlike direct transportation, shared ride travel typically takes longer as customers wait for fellow passengers to load or unload.
  • In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions.
  • Because of these variables, we cannot provide an exact travel time.

Limitations on Compensation Following Service Failure

  • Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.
  • In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.


  • For Credit Card Refunds: Once approved, a refund request is submitted within 24 hours, excluding weekends and public holidays. Customer should refer to their financial institution to check on status of refund


  • Your privacy is important to us. Our Privacy Policy is incorporated in this agreement and subject to these Terms and Conditions.

Cancellation Policy

  • We understand your travel plans may change, so we offer a simple cancellation policy. Regardless of whether you made your reservation online, via mobile text, or by dialing 0800365494 give us two (2) hours’ notice prior to your pickup time, and we will give you a full refund.
  • Kiwi Shuttle is unable to refund payment if cancelled with less than two hours’ notice prior to pickup time or in the event of a no-show.

Luggage Policy

  • Our luggage policy closely follows that of airlines. For each passenger, two checked bags (e.g. suitcase, duffel bag) and two carry-on items (e.g. diaper bag, laptop case, backpack, or purse) ride free!
  • Extra fees may apply in the following instances. Contact us for needs outside of those listed.

Excess/Oversized Baggage

Checked bag exceeds 50 pounds (or approximately 23 kilograms).
Total dimensions for your checked bag exceeds 80 inches when adding length, width, and height.
Excessive size or number of bags may require an Exclusive reservation.
$5.00 fee per item


Excessive size or number of boxes may require an Exclusive reservation.
$5.00 fee per item

Golf Clubs

Counts toward your total number of checked items. (e.g. If you have one checked bag and one set of clubs, the clubs are free.)


Exclusive reservation required. Box required.

Skis and Snowboards

Exclusive reservation required.


Exclusive reservation required.

Service Animal Policy

  • Our policy regarding the transport of animals is designed to ensure adequate space for the kennel(s), your baggage, and the baggage of other passengers in our vans. All animals – excluding service animals – must be kenneled to board the vehicle. Kennel guidelines are as follows:
  • Less than 25 pounds: Lap carrier permitted
  • More than 25 pounds: Must be reserved as Non-Stop Van
  • Travelers with pet allergies are advised that other passengers on your vehicle may be traveling with a pet or service animal.

Privacy Policy

  • At Kiwi Shuttle, we are committed to protecting your privacy. We use the information you provide to secure your Kiwi Shuttle reservation.
  • At some point in the future, we may use the information we collect to occasionally notify you about important functionality changes to the Web site, new Kiwi Shuttle services, and special offers we think you'll find valuable.
  • If we do so, you'll be provided an opportunity to unsubscribe from this mailing list.
  • Kiwi Shuttle does not sell, trade, or rent your personal information to others.

Data Security Policy

Credit Card / Internet payments are securely processed by ANZ eGate.