Terms & Conditions of Arrive Driving Services Limitd

30th September, 2026
Website: www.arrivedrive.co.nz

These Terms & Conditions apply to all transport services provided by Arrive Driving Services (“Arrive”, “we”, “us” or “our”).

1. Acceptance of Terms

By requesting, confirming, paying for, or using any Arrive Driving Services service, the client agrees to these Terms & Conditions.

Where a hotel, concierge, travel agent, corporate client, event organiser or other booking agent makes a booking on behalf of a passenger or guest, that party confirms that it has the authority to provide the passenger’s information and accept these Terms & Conditions on behalf of the booking party.

2. Approved Chauffeurs and Partner Operators

Arrive Driving Services may provide services using employees, contractors, approved chauffeurs, partner operators or subcontracted transport providers.

All drivers and operators engaged by Arrive are expected to meet our service, presentation, professionalism and safety standards.

3. Reservation Agreement

Arrive Driving Services will use reasonable care and skill when providing confirmed transport services.

The client, booking agent, hotel, concierge, travel agent or corporate account holder is responsible for ensuring that all booking information supplied to Arrive is accurate and complete.

This includes, but is not limited to:

• Passenger names and contact details
• Pick-up and drop-off locations
• Pick-up times
• Flight details
• Passenger numbers
• Luggage requirements
• Special requests or requirements
• Any other information relevant to providing the service

Arrive Driving Services is not responsible for problems arising from incorrect, incomplete or outdated information supplied by the client or booking agent.

Failure to Provide a Confirmed Service

Where Arrive Driving Services fails to provide a confirmed transport service due to a matter within our reasonable control, our liability will, to the maximum extent permitted by law, be limited to one or more of the following remedies, as appropriate in the circumstances:

1. A refund or waiver of the affected transport charge;
2. Provision of a replacement or complimentary transport service of similar value; or
3. Payment for direct, proven loss up to a maximum amount equal to the value of the affected transport booking, unless a higher liability limit has been expressly agreed in writing before the booking.

Arrive Driving Services is not liable for indirect, special or consequential losses, including but not limited to:

• Accommodation charges
• Guest compensation
• Airfares
• Missed flights
• Missed meetings
• Missed events
• Changes to itineraries
• Loss of profit
• Loss of business opportunity
• Reputational loss
• Loss of goodwill
• Goodwill payments made by a hotel, travel agent, corporate client or other third party

This exclusion applies except where such liability cannot legally be excluded or limited.

Any compensation, accommodation waiver, refund, credit or goodwill gesture offered by a hotel, travel agent, corporate client or other third party is not recoverable from Arrive Driving Services unless we have expressly agreed to that compensation in writing before it is offered.

4. Delays and Circumstances Beyond Our Control

Arrive Driving Services is not responsible for delays, cancellations or service interruptions caused by circumstances outside our reasonable control.

These may include:

• Traffic congestion
• Road closures
• Road accidents
• Severe weather
• Natural events
• Airport disruption
• Flight delays or changes
• Customs or baggage delays
• Passenger delays
• Incorrect or incomplete booking information
• Police instructions
• Security restrictions
• Vehicle or road restrictions
• Events affecting the availability or operation of transport services
• Other circumstances beyond our reasonable control

We will make reasonable efforts to minimise the impact of such events and, where practical, communicate significant changes to the client.

5. Waiting Time, Additional Stops and Changes

Cancellation terms, waiting time, additional stops, route changes and changes requested after a booking has been confirmed may affect the final charge.

Unless otherwise agreed in writing, waiting time charges may apply after the included waiting period stated on the booking confirmation or quotation.

Additional charges may also apply where a client:

• Requests additional stops;
• Changes the destination;
• Changes the route;
• Extends the booking;
• Requests additional waiting time;
• Adds passengers or luggage beyond the original booking;
• Requests services outside the originally agreed booking.

Where practical, Arrive will advise the client of additional charges before they are incurred.

6. Vehicle Cleaning, Damage and Misuse

The client is responsible for reasonable cleaning, repair or replacement costs arising from damage, excessive mess or misuse of an Arrive vehicle caused by passengers or their belongings.

A standard sanitation or cleaning fee of $150 may apply where additional cleaning is required, including where a passenger soils a vehicle.

Additional charges may apply where the actual cost of cleaning, repair or replacement exceeds the standard cleaning fee.

7. Passenger Behaviour and Safety

For the safety and comfort of all passengers, chauffeurs and other road users, the following are not permitted:

• Smoking
• Vaping
• Drug use
• Alcoholic beverage consumption
• Unsafe behaviour
• Abusive, threatening or offensive conduct
• Overloading of vehicles
• Damage or deliberate misuse of vehicles
• Any unlawful activity

Arrive Driving Services may refuse to commence or may terminate a service where passenger behaviour creates a safety, legal or operational concern.

No refund will necessarily be provided where a service is terminated due to passenger misconduct.

8. Vehicle Capacity and Luggage

Vehicles must not be loaded beyond their legal seating capacity, luggage capacity or safe operating limits.

The client is responsible for providing accurate information about the number of passengers and amount of luggage when making a booking.

Arrive Driving Services may refuse to carry passengers or luggage where doing so would exceed the safe or legal capacity of the vehicle.

9. Personal Belongings and Lost Property

Arrive Driving Services will take reasonable care with items found in our vehicles and will assist with their return where reasonably possible.

However, passengers remain responsible for their personal belongings.

Arrive Driving Services accepts no responsibility for personal belongings left in vehicles, including luggage, phones, wallets, electronic devices, jewellery or other valuables.

Where a passenger requests that lost property be returned or delivered, reasonable return delivery costs may apply.

10. Payments

Private Transport and Chauffeur Services

Payment in advance or a deposit may be required for private transport, chauffeur, airport transfer, event, wedding, tour or other transport services.

We accept major credit and debit cards and other payment methods made available by Arrive Driving Services from time to time.

Corporate and VIP accounts may be available upon request and subject to approval. Apply at booking@arrivedrive.co.nz 

Payment Processing and Card Information

Arrive Driving Services does not intentionally retain customers’ full credit card information physically or electronically.

Payments may be processed through third-party payment providers and platforms, including Stripe, Xero or other payment services used by Arrive from time to time.

Payment information is subject to the terms and privacy policies of the relevant payment provider.

11. Rates and Fleet Information

Current information regarding our services, vehicles and pricing is available through:

www.arrivedrive.co.nz

Quotes and rates may vary depending on vehicle type, passenger numbers, journey requirements, date, time, waiting time, additional stops and other booking requirements.

Unless otherwise stated, a quotation is based on the specific requirements provided to Arrive at the time the quotation is prepared. A quotation is valid for 30 days from date of preparation unless otherwise stated.

12. Insurance

Arrive Driving Services maintains insurance appropriate to the services it provides.

Insurance cover is subject to the terms, conditions, limits and exclusions of the relevant insurance policies.

13. Chauffeur Responsibilities

Arrive Driving Services’ chauffeurs are expected to be professional, well presented and committed to providing a high standard of customer service.

Our chauffeurs are expected to:

• Drive safely and responsibly;
• Follow New Zealand road rules;
• Maintain a professional standard of presentation;
• Treat passengers with courtesy and respect;
• Take reasonable care of passengers and vehicles; and
• Provide a smooth, comfortable and reliable journey.

Our aim is to provide a safe, comfortable and professional transport experience for every passenger.

14. Taxi, Uber and Ride-Hailing Services

Arrive Driving Services does not operate as a Taxi, Uber or general ride-hailing service.

Our services are provided as pre-booked private transport, chauffeur, transfer, tour, event and other agreed transport services.

15. Promotions and Special Offers

Arrive Driving Services may offer promotions, discounts or special offers from time to time.

Unless otherwise stated, promotions and special offers:

• Are subject to availability;
• May have specific booking or usage conditions;
• Cannot necessarily be combined with other offers; and
• May be withdrawn or changed without notice.

Arrive may send service-related communications concerning current or previous bookings.

Marketing communications will only be sent where we have consent, inferred consent or another lawful basis to do so. Marketing emails will include an appropriate unsubscribe option.

16. Privacy and Passenger Information

Arrive Driving Services collects and uses personal information such as passenger names, contact details, flight information, pick-up and drop-off locations, billing information and booking notes for purposes including:

• Arranging and providing transport services;
• Managing bookings;
• Communicating with passengers;
• Processing payments;
• Managing safety and operational requirements;
• Responding to service enquiries or complaints;
• Improving our services; and
• Meeting legal and regulatory obligations.

Where necessary to provide a booking or manage the service, relevant information may be shared with chauffeurs, approved contractors, partner operators, hotels, travel agents, corporate clients, payment providers and other service providers.

Where a hotel, concierge, travel agent, corporate client or other booking agent provides passenger information to Arrive Driving Services, that party confirms that it has appropriate authority to provide the information for the purpose of arranging the transport service.

Passengers may contact Arrive Driving Services to request access to or correction of their personal information, subject to applicable New Zealand privacy law.

17. Feedback and Complaints

We welcome feedback, including where our service has not met your expectations.

If you have a concern or complaint, please contact us as soon as reasonably possible with:

• Your booking reference;
• Date of service;
• Passenger name; and
• Details of the issue or concern.

We will review complaints fairly and make reasonable efforts to resolve genuine service issues promptly.

Email: booking@arrivedrive.co.nz

18. Changes to These Terms & Conditions

Arrive Driving Services may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.

The Terms & Conditions applying to a booking will generally be those in effect at the time the booking is confirmed, unless otherwise required by law or agreed with the client.

19. Applicable Law

These Terms & Conditions are governed by the laws of New Zealand.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights, remedies or obligations that cannot legally be excluded, restricted or modified under applicable New Zealand law.

20. Legal Rights

Nothing in these Terms & Conditions limits any rights, remedies or obligations that cannot legally be excluded or limited.

Where any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be modified or severed to the minimum extent necessary, and the remaining provisions will continue to apply.

Arrive Driving Services
Luxury Chauffeur & Private Transport
Auckland, New Zealand
www.arrivedrive.co.nz
booking@arrivedrive.co.nz