By booking a passenger transport service including tours and charters purchasing a ticket and/or boarding a Ritchies bus vehicle for travel, you agree to be bound by Ritchies Transport Holding Limited (‘Ritchies’) terms and conditions below.
The Contact Person is the authorised person making the booking on behalf of the Customer. On confirming a booking with Ritchies, and the Contact Person acknowledges and confirms they have the delegated authority to make the booking on behalf of the Customer and, that payment of the confirmed booking fee is full and on time. The above requirement is intended to protect Ritchies against new Customers with no credit history but not existing Customers who have a satisfactory credit history with Ritchies and have specific pre-approved credit and payment conditions.
The name of the Person in Charge of a Group (commonly referred to as Group Leader or Tour Leader) must be provided at the time of booking. This person must travel with the Group, remain sober, and is responsible for, but not limited to; ensuring all Passengers within the Group follow the directions of the driver, the vehicle is left undamaged, rubbish removed, and passengers are not left behind at stops. If there is no Person in Charge or a Group, all Passengers are required to adhere to the above requirements.
Until a booking confirmation number is provided by Ritchies, the allocation of a bus vehicle is not confirmed and is subject to availability.
Changes to a quoted itinerary must be approved by Ritchies and may incur additional charges, please refer Cancellation and Rescheduling Policy below.
Interpretation: In these Terms and Conditions, unless the contrary intention is stated:
The singular includes the plural and vice versa.
Dates and times are Auckland, New Zealand dates and times.
A reference to 'include' or 'including' means 'including but not limited to'.
Governing Law: The New Zealand Consumer Guarantees Act 1993 applies.
If part or all of any clause of these Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.
· All booking prices are in New Zealand dollars and GST exclusive (15%).
· Public holiday surcharge is 2.5x the standard hourly rate and applies for services provided between 0:00 and 23:59 on any observed New Zealand public holiday. This covers Ritchies legal requirement under the Holidays Act to pay drivers time and half of their contracted hourly rate and a day off in lieu. When dates are provided, the public holiday surcharge will be included in the quote.
· Quotes are valid for 30 days from the date of issue unless otherwise approved by Ritchies.
· The quoted prices are based on current market conditions for driver pay rates and fuel charges. Should the cost of either of these increase by a cumulative percentage greater than 5%, Ritchies acting reasonably reserves the right to increase quoted prices with a minimum 7-day notice prior to departure.
· If prior to travel the New Zealand Government imposes increases in taxes and or levies after a quote price has been accepted by the Customer and a booking has been confirmed by Ritchies, Ritchies reserves the right to increase quoted prices.
· Ritchies may request a deposit on any tour or charter hire.
· For Customers on cash accounts, full payment is due 14 days prior to the travel start date. If the request for passenger service is within 14 days of the travel date, and Ritchies confirms availability, full payment is due on receipt of the invoice.
· Existing Customers who pay on account must make payment in full no later than the payment due date approved by Ritchies.
· New Customers may be requested to complete a credit application or requested to make payment in full prior to departure.
· All payments made by credit card will incur a surcharge
· Credit may be stopped for any Customer with an invoice outstanding at 30 days.
· Ritchies reserves the right to charge interest, at current bank overdraft rate, on any invoice outstanding at 30 days.
· All Ritchies quotes are based on the most logical route approved by Ritchies unless otherwise requested by the Customer. Where itinerary (route and time) changes are requested by the Customer and approved by Ritchies, Ritchies may adjust the quoted price accordingly. All routes must be safe and appropriate for the scheduled vehicle type.
· Where an itinerary requires an overnight stay, accommodation will be covered by the Customer and must meet minimum 3-star standard level including being a single motel or hotel room with its own toilet and shower facility. If the Customer is unable to book the accommodation for the Driver, the Ritchies team will seek the most appropriate solution, and all costs will be invoiced to the Customer.
· Ritchies does not permit any driver to share a room with Tour or Charter Leaders, Passengers or any other person including other Drivers.
· Meals will be covered by Ritchies and will be incorporated in the quoted price to Customers, unless otherwise agreed.
· The Land Transport (Road User) Rule 2004 requires Ritchies to legally comply with duty hour limitations. Notably:
· Drivers must take a break of at least 30 minutes after 5 1/2 hours of work time.
· In any period of work of up to 24 hours, drivers can work a maximum of 13 hours and then must take a break of at least 10 hours (as well as the standard half-hour breaks every 5 1/2 hours).
· In any cumulative work period, a Driver may not exceed 70 hours of work time and is required to take a 24-hour break.
· The Employment Relations Amendment Act 2018 requires Ritchies to include 10-minute rest breaks throughout the workday when planning Driver schedules.
· Ritchies will only confirm quotes that comply with New Zealand legislation relating to the above requirements.
· Ritchies Drivers cannot undertake requested itinerary changes from any member of the Group, including the Person in Charge, without prior approval from Ritchies Operations/ Management.
· Ritchies Drivers must adhere to the New Zealand Road Code including driving speed limits. The Person in Charge and all Passengers are required to adhere to notified boarding and departure times. The Driver is not responsible for delays caused by passengers who do not follow notified boarding and departure times and delays resulting from adhering to the New Zealand Road Code.
· Ritchies Drivers reserve the right to refuse to carry members of the Group who choose to break the obligations outlined in these Terms and Conditions of Service. The Driver has been instructed to contact the New Zealand Police should the need arise.
· Ritchies Drivers are legally required to advise all ‘Passengers’ that seat belts, where fitted, are required to be worn; however, the Driver is under no legal obligation to ensure ‘Passengers’ adhere to this rule.
· Ritchies Drivers are responsible for the safety of Passengers and the vehicle and therefore have the final say as to whether it is safe to travel parts of the Customers itinerary.
· The Driver has the right to amend Customers itineraries if they have safety concerns. Ritchies will notify Customers of their concerns and an alternative itinerary and where additional costs will be incurred, these will be included in the quoted price.
· Infants (Passengers between 0-2 years of age) must always travel with a parent or guardian over the age of 18 (one infant per parent/guardian).
· Children (Passengers between 3-6 years of age) must travel with a parent or guardian over the age of 18.
· Infants are free of charge if they are carried on the lap of either their parent or guardian.
· Please be aware Ritchies does not provide car seats and cannot guarantee buses will be equipped with seatbelts.
· Under Section 38 of the Summary Offences Act 1981, it is an offence to consume alcohol while on board a Ritchies vehicle.
· If the Group wishes to carry alcohol to their destination, it must be stored in the separate luggage compartment; it must not be carried inside the vehicle with the Passengers.
· If the Group wishes to consume alcohol onboard the bus, the Contact Person must apply for a Special Liquor License through their Local Council. A copy of this license must be carried on board the chartered vehicle and our separate alcohol policy must be signed by the Group.
· If a Special Liquor Licence has been received by the Group and Ritchies approves the consumption of alcohol on its bus the Group will be required to pay a $500 bond to cover any damage repair and/or cleaning. The $500 bond will be refundable following the trip if no damage repair and/or cleaning is required.
· It is the Drivers discretion to allow the consumption of food onboard unless it is a specific condition of the Special Liquor Licence in which case consumption of food on board will be permitted.
· Smoking is prohibited on all Ritchies vehicles under the provisions of the Smoke-free Environments Amendment Act.
· The Customer will be responsible for paying all repair costs resulting from damage to the vehicle, or cleaning the vehicle because of the conduct and actions of Passengers carried on behalf of the Customer.
Passengers must always comply with all notices and the directions of the driver and must act in a safe and responsible manner while on board the bus service.
Ritchies, or any driver of a Ritchies vehicle, reserves the right to refuse carriage to any Passenger whom the driver considers may cause risk, discomfort or nuisance to other Passengers or property. This can include the following.
That such action is necessary for your safety, or the safety of the Driver, any other passenger, luggage, or any other person.
Passengers under the influence of alcohol or drugs, smoking, or behaving in a manner that is or may become dangerous, unlawful, offensive, abusive, intimidating, or annoying to Ritchies, a driver, any passenger or luggage, or any other person.
That such action is necessary to comply with these terms, or any applicable laws, regulations, licenses, consents, or approvals.
Passengers who refuse to obey a reasonable request made by Ritchies or the Driver.
Passengers who cannot prove to the satisfaction of Ritchies or the driver that you are the person named in the driver's manifest or in any other Ritchies generated ticket or travel information.
Passengers who have previously committed an act of a type referred to in this section, and Ritchies or any driver believes that such act may be repeated; or
Ritchies or a relevant authority has previously advised you in writing that you are not permitted to use its services.
Nuisance or damage caused to or on the bus, or any attempt to evade paying a fare, will be referred to the New Zealand Police.
The following items are prohibited from being carried on or transported by any Ritchies bus vehicle service.
Liquids/creams not carried in watertight containers.
Flammable liquids
Explosives (including fireworks)
Poisonous, toxic, or hazardous substances
Solvents
Fuel (including gas bottles)
Batteries (unless used in portable consumer electronic devices)
Any form of firearm, weapon, explosives, or ammunition. An exception applies to firearms, which may be accepted if they are unloaded and carried in a locked box or container that is designed to prevent access.
Illegal drugs or substances
Animals (except for assistance dogs)
Any other item deemed unsafe by the driver or Ritchies staff.
If Passengers have lost a passport, please report the loss to the NZ Passports office, or if an overseas passport, to the relevant embassy, before contacting Ritchies.
If a Passenger loses any item of luggage, clothing or other personal affect, please contact Ritchies as soon as possible so Ritchies can investigate. Because of the number of lost property enquiries Ritchies receives, Ritchies will only respond to passengers if the item is found. Unclaimed lost items will only be held for one month.
Ritchies are not responsible for any items transported by the Passenger under their own care. Ritchies is not responsible for loss or damage to money, securities, or valuable items.
Under the provisions of the Smoke Free Environments Act (1990), bus services are required to be smoke-free, including on-board restrooms, where provided. Smoking of any kind, including e-cigarettes or vapes, is prohibited.
Passengers must be able to board and disembark the bus unaided, unless a Transport Mobility Vehicle (TMV) was specifically requested, in which case the Driver will assist with the operation of the vehicle lift.
Passengers who require somebody to assist them on and off the bus must arrange for this assistance at pick-up and drop-off points.
For health and safety reasons, Ritchies Drivers are not permitted to participate in assisting passengers on or off buses or to and from their seats. Passengers are advised that not all Ritchies provided vehicles are designed for wheelchair accessibility, and that some buses may feature steps into the bus as well as internal stairways to passenger seating areas.
While Ritchies does not allocate seats, the driver may ask you to move to another seat so that families and groups, particularly those with children, can sit together. We ask that you comply with this request.
For health and safety reasons, Ritchies requires each bag to weigh no more than 23kg. Ritchies Drivers will not assist any Customer where a bag weighs more than 23kg.
Passengers acknowledge and give consent for Ritchies, by itself or through an agent to take photographs, audio or video recordings, or other forms of recordings that capture the passenger’s image, likeness, voice, performance, or all of these (“Images”) during this activity / tour. Passengers acknowledge and give consent for Ritchies to receive and use images of the passenger received from other.
Ritchies may use images for marketing and promoting its services. The ways in which the images will be used for marketing purposes include, but are not limited to, incorporating the images in print, broadcast, internet media, direct marketing channels, downloadable content and applications, and all other media, platform or technology now known or to be developed for distribution around the world. The images may be altered, modified, changed, combined, or incorporated into other works.
The Passenger has a right to request access to the Passengers’ images and to correction of those images to ensure they are complete and not misleading. However, the Passenger acknowledges that if the images have been incorporated into marketing materials, it may not be reasonably practicable for Ritchies to make any changes to the images. The Passenger authorises Ritchies to refuse the request to correction in such circumstances.
Ritchies may send you an optional Customer survey to the email address provided in your reservation (if applicable). There is no obligation to complete this survey, and you may opt out from future surveys at any time.
Ritchies may send Customers emails containing useful information to help them manage their travel. You may opt out from future emails at any time.
· Ritchies cannot be held responsible for any loss, injury or damage resulting from any activity associated with the charter. This includes, but is not limited to loss, injury or damage because of civil disturbances, act of terrorism, theft, road closure, itinerary changes, adverse weather, natural disaster, or any costs associated with late arrival to delivery points.
· Ritchies cannot be held responsible for damaged luggage, luggage left behind on the vehicle, or theft of luggage that is directly the result of Passenger interference.
· Ritchies cannot be held responsible for any Passengers left behind at stops; this responsibility falls on the Person in Charge of the Group.
· Ritchies cannot be held responsible for any delays or cancellation of any scheduled bus service or missed flights or connections.
· Ritchies will endeavour to collaborate with Customers to mitigate costs associated with changes to confirmed bookings.
· Unless otherwise agreed, Ritchies cancellation and rescheduling policy is as follows:
· Confirmed bookings that are cancelled due to weather conditions will be charged as follows:
a) If a confirmed booking is cancelled within 24 hours of the scheduled pick-up time and a re-booking has been confirmed at the time of cancellation, the Customer will be charged 25% of the original booking fee.
b) If a confirmed booking is cancelled within 24 hours of the scheduled pick-up time and no re-booking has been confirmed at the time of cancellation, the Customer will be charged 50% of the original booking fee.
· Confirmed bookings that are cancelled for any reason other than due to weather conditions will be charged as follows:
a) If a confirmed booking is cancelled within 24 hours of the scheduled pick-up time, the Customer will be charged 75% of the confirmed booking fee.
b) If a confirmed booking is cancelled between 24 hours and 7 days of the scheduled pick-up time, the Customer will be charged 50% of the confirmed booking fee.
c) If a confirmed booking is cancelled between 7 and 14 days of the scheduled pick-up time, the Customer will be charged 25% of the confirmed booking fee.
· Customers who cancel bookings, prior to departure, but after a portion of the booking has already taken place will incur all actual costs in relation to that portion of the booking. This includes, but is not limited to, Driver’s accommodation, Driver’s hours for the day, empty running, and ferry crossing charges.
· Ritchies reserves the right to arrange alternative transport and/or alter itineraries where necessary. To the extent permitted by law, Ritchies liability for damage to Passenger property, disruption to your travel plans, or mental injury is excluded. This exclusion is subject to any rights or remedies you may have under the Consumer Guarantees Act 1993.
The above Terms and Conditions are valid as of May 2025 and are subject to change.