Terms & Conditions



By accepting any quote by email, phone or online booking online, the customer (you) accept the following terms and conditions:

The following conditions constitute the terms of business between Raglan Shuttle (referred to as the “Supplier”, “Us”, “We” and “Our”) and the “Customer” (referred to as “You” or “Your Group”. Raglan Shuttle may vary these conditions at any time and the Customer will have been deemed to have accepted any changes once they have been advised.

Customer Contact 
The Customer contact has a responsibility to make sure their group is at the stated departure point at least 10 minutes prior to departure. The departure point is clearly stated on the quotation and invoice. Drivers are instructed to be at these points and cannot take alterations unless this is agreed with us. Please ensure that your group has a designated responsible person to organise your group.

Travel Details
The Customer contact is solely responsible for ensuring the information on the charter quote is correct and accurate.

Alternative Vehicle
We may substitute an alternative vehicle if deemed necessary, at our sole discretion.

Departure Times
For INTERNATIONAL DEPARTURES We recommend a departure time from Raglan that allows at least 3 hours check in. For DOMESTIC DEPARTURES We recommend a departure time from Raglan that allows at least 1 hour check in.

Arrival Times

We do not guarantee that any journey will be completed within a given time and will not be liable for any loss (including associated costs) or inconvenience which may arise from our inability to complete a charter within the anticipated time frame, whether arising from vehicle break down, traffic delays, road conditions, driver unavailability or any other cause whatsoever.

Luggage Allowance

We allow 1 x check-in bag and 1 x carry-on bag per passenger. For excess baggage We offer a luggage trailer available to hire for $25 per trip. Any excess baggage must be advised at the time of booking.

Driving Hours

Our drivers are required to comply with the current legislation and regulations relating to driving hours and work time. At no time will We permit itinerary changes that may result in any risk of a breach of such legislation and regulations.

Departure Times

We will endeavour to meet the quoted departure times. If circumstances beyond our control arise, we cannot be held liable should any delays result.

Minimum charges

Unless part of a pre-arranged series of bookings the minimum charge for any one booking is $150+GST.


All transportation is on a pre-paid booking basis. Unless pre-arranged, we reserve the right to withdraw or decline services if payment is not made and received within 24 hours of travel. We are specifically authorised to pursue all legal collection remedies and refer the matter to a debt collection agency for Any costs incurred in the process of collecting past due indebtedness will be the responsibility of the party owing said amount.
Non- credit approved hires require payment of 50% of the full amount at time of quote acceptance and the balance payable must be paid two days before travel. Payment should be made by direct credit to the bank account on the invoice.

Prices are quoted inclusive of GST and government taxes. The Supplier retains the right to increase the quoted price to incorporate any GST or government tax rate as applied by law between the time of the quote and the time of travel.

Final Account
Your final account may differ from your quote if your charter exceeds the hours and kilometers travelled.

Once a booking has been confirmed, a cancellation fee equal to 30% of the booking value will be charged if cancelled with less than seven (7) days’ notice.
Cancellations made with less than 48 hours’ notice will be charged 50% of the booking value and cancellations with less than 24 hours’ notice will be charged 100% of the booking value and Customers will not be entitled to any refund or credit.
Weather Related Cancellations with less than 24 hours’ notice
Weather related cancellation fees can be credited to any future date for the same travel. For clarification no amount will be refunded – credit only.
Flight Cancellation
If Your flight is cancelled and You need to cancel or change your booking with us, You must notify us at least 6 hours prior to the “pick up time” and we will refund you 50% of the booking value. Alternatively the cancellation fee can be credited to any future date for the same travel. If You notify Us of the cancellation within 6 hours of the “pick up time”, we reserve the right to charge you the total booking value.
Covid Cancellation with less than 24 hours’ notice
Cancellations within 24 hours due to Covid related border restrictions, where either the origin or destination have gone into lockdown and the Government has restricted travel to, from or within the area,  the Customer will be entitled to a 50% refund, or the cancellation fee can be credited to any future date for the same travel.

Final Numbers
Final passenger numbers are required (2) two business days prior to departure. No alteration to price will be made for a reduction in passenger numbers notified with less than (2) two business days’ notice.

Changes to Bookings
Changes to bookings can be made free of charge up to 24 hours’ notice prior to departure. Any changes made to bookings with less than (1) one business day notice will incur a $25.00 administration fee per change. This does not include changes to passenger numbers as per the above clause.

Late Bookings
Bookings made with less than 24 hours’ notice may incur a $25.00 late booking fee.

Additional Cleaning/Damage
Any damaged incurred beyond normal wear and tear will be charged to the Customer. Any additional cleaning required to the bus/coach beyond normal use will incur a minimum $150.00 cleaning fee.

Biological Waste Cleaning (e.g. Blood, Vomit)
If a biological incident occurs on board an instant fee of $250.00 will apply for the cleaning of this type of spill.

Inappropriate and/or unacceptable behavior on vehicle
The driver of the charter vehicle shall have the right to refuse to carry any person, adult or minor or to seek to remove or remove from the vehicle any Customer who is intoxicated, drugged, dirty or behaving in a manner which is dangerous or offensive to other Customers or the driver, or who refuses to obey a reasonable request made by an driver under these circumstances.

Alcohol & Drugs
Possession and/or consumption of Alcohol/Drugs are not permitted on board any charter bus/coach operated by the Supplier in compliance with Company Policy.

Dangerous Goods
The carriage of any Dangerous goods or substances such as fuel containers and/or gas cylinders, explosives, corrosive or similar items may not be carried on board any charters bus/coach operated by us online. 
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