At URBAN CITY TOUR AND TRANSFERS, we understand that travel plans can change. Our Refund Policy explains how cancellations and refund requests are handled for tours, transfers and other travel services in New Zealand.

1. Customer Cancellations
Please notify us as early as possible if you need to cancel a booking. Refund eligibility depends on the cancellation notice provided and the conditions communicated at the time of booking. For standard day tours, cancellations made at least 48 hours before departure are generally eligible for a full refund, subject to the confirmed booking terms and applicable law.

2. Multi-Day and Special Bookings
Multi-day tours, customised itineraries and bookings involving accommodation or third-party services may have separate cancellation charges and refund conditions. These will be communicated before confirmation.

3. Cancellations by URBAN CITY TOUR AND TRANSFERS
If we cancel a service due to severe weather, safety concerns or operational circumstances, we will communicate the available options, which may include rescheduling, an alternative service or a refund, depending on the circumstances and applicable law.

4. No-Shows and Late Arrivals
Customers who miss their scheduled pickup or fail to arrive on time may not be eligible for a refund, subject to the booking terms and applicable law.

5. Flight Delays and Cancellations
Where applicable, we monitor flight updates and work with passengers to adjust pickup times where reasonably possible. Please notify us promptly of any flight delays or cancellations. Refunds and rescheduling are subject to our booking terms, service availability and applicable New Zealand law. Additional charges may apply for alternative arrangements. For flight-related refunds or compensation, please contact your airline directly.

6. Refund Processing
Approved refunds will generally be returned through the original payment method. Processing times may vary depending on your bank or payment provider.

7. Booking Changes
Requests to change travel dates, passenger numbers or itineraries are subject to availability and may incur additional charges.

Contact Us To request a cancellation or refund, contact urbancitytransportation@gmail.com with your booking reference and travel date.