Mahu City Express General Terms and Conditions

These General Terms & Conditions apply for journeys wholly on Mahu City Express services. All passengers must comply with all Mahu City Express General Terms & Conditions and to comply with all lawful instructions from the bus driver.
Definitions of terms used in Terms and Conditions
Mahu City Express: The company, carrying fare-paying Passengers on the basis of a license to carry passengers on domestic road transport.
Passenger: The holder of a valid Ticket for travel on a service organised by Mahu City Express
Customer: Purchaser of the Ticket(s).
Ticket: A document issued by Mahu City Express or an approved Agent, authorising travel on a Service. Examples are electronic ticket, paper based ticket, valid ticket reference number.
Invoice/Receipt: A document issued by Mahu City Express or an approved Agent, upon receipt of full payment of a Ticket. It is not a Ticket and will not be accepted in place of a ticket or valid ticket reference number.
Fare Ticket: price for the trip, as specified in the Ticket, valid at the time of purchase of the Ticket (or if buying in a bulk package, valid for 30 days after the purchase of the bulk package).
Luggage: Any item or items owned by a Passenger or in a Passenger’s possession.
Service: A trip with a specified date and place of departure and destination, organised by Mahu City Express, and operated by Mahu City Express.
Travel: Passage on a specified date and place of departure and destination.
Contract of carriage: An agreement concluded between Mahu City Express and the Passenger(s) on the basis of the Ticket, according to which Mahu City Express undertakes to carry for payment, the Passenger(s) and Luggage from a selected place to the destination indicated on the Ticket, on the terms set out in the Mahu City Express General Terms and Conditions.
Website: http://www.mahucityexpress.co.nz/
Reservations management system: Reservations functionality within the Mahu City Express website.
Conditions of Carriage
All Services are subject to change at the discretion of Mahu City Express, for reasons of weather conditions, road conditions, and safety and/or operational requirements, therefore timetables published by Mahu City Express are indicative only.
Mahu City Express reserves the right to alter prices, timetables, routes and sightseeing stops when required and without notice.
Mahu City Express reserves the right to operate services in non- Mahu City Express branded vehicles.
Private Charter bus trips are covered by these conditions unless specific arrangements have been made with the organisation that are exceptions to these terms and conditions.
Liability
Mahu City Express products and services are sold subject to the Contract and Commercial Law Act 2017 and the Terms and Conditions published at the time of purchase.
The total liability of Mahu City Express or any of its contractors and agents for any cost, expense, loss, or liability suffered or incurred by any paying passenger or any other person, whether because of wilful default, negligence or otherwise, is limited to the lesser of: Proven direct compensatory damages (which does not include, without limitation, loss of profit, opportunity, revenue, indirect or consequential damages); or
The amount paid by the relevant passenger for the product or service. If a customer acquires or holds themselves out as acquiring Mahu City Express products or services for the purposes of a business the provisions of the Consumer Guarantees Act 1993 will not apply.
Our services will only stop at destinations listed on the website. Unscheduled stops are not made throughout the journey.
Mahu City Express is not responsible for the loss of forward connections with other transport agencies. When booking multiple journeys passengers should make sure there is enough time to change service. We recommend a minimum of 60 minutes between your journeys.
You should arrive at your departure point 15 minutes before the scheduled departure of the service. This will allow plenty of time for boarding and prevents any delays to the service. The bus will not wait for passengers who are not at the bus stop prior to the stated departure time.
Refunds will not be given if a passenger fails to board the service for which they had booked.
Passengers should ensure they are visible to the driver at the bus stop. It is the driver’s duty to depart on time and they are not responsible for looking for passengers.
The bus will not wait for passengers who are missing or late. No refunds or payment for consequential loss will be given in the event that passengers do not board the bus before departure.
Mahu City Express reserve the right to refuse travel on its service(s) if we have reason to suspect fraudulent use of booking references, transfer to another person, or other abuse. No refund will be given in relation to fraudulent use of booking references. Mahu City Express staff also reserve the right to refuse travel on our services or remove any person who:
  • does not or cannot produce a valid ticket or booking reference or who does not show up on our passenger reservation list
  • is deemed unruly
  • is using abusive or offensive language
  • is in an unclean state
  • is unfit to travel, including but not limited to any person under the influence of drugs or alcohol
  • is likely to cause distress or discomfort to other passengers, or staff
  • has engaged in any unlawful activities affecting either directly or indirectly Mahu City Express staff or other passengers
  • is contravening any of Mahu City Express Terms and Conditions or House Rules
  • is failing to follow any safety instructions issued by Mahu City Express staff
  • for any other reason where the safety or security of staff or passengers may be at risk
Smoking is not permitted on any services.
All passengers travelling on Mahu City Express Services must consume alcohol in accordance with the terms and conditions of the alcohol licenses issued in respect of the company.  All such terms and conditions will be clearly displayed in each bus for the passenger’s benefit.
The consumption or use of illegal drugs or substances is forbidden on all services. Illegal drugs or substances are not permitted to be carried on the bus.
Adults are responsible for the behaviour of accompanying children in their care or under their supervision and must ensure that they are obeying all Mahu City Express General Terms & Conditions and House Rules.
You are obliged to fasten and use seatbelts according to specifications and law, where fitted.
Pets are not accepted on the bus or in the luggage hold of Mahu City Express services except for Certified Service Dogs or otherwise by arrangement.
Mahu City Express is not liable for costs of further travel that may be missed because of our delay.
Mahu City Express reserves the right to substitute Mahu City Express buses for other provider’s buses if required.
Tickets and Sales
All tickets are subject to Mahu City Express Terms and Conditions of Carriage.
 Tickets must be bought in advance and used to reserve seats in advance.
Once bought, tickets are not refundable; however a reservation may be cancelled within a two hour window of departure.  The ticket can then be used to book another reservation (which must be within the tickets expiry date).
The only exception to the above is where a passenger switches between the early or late bus the same morning or evening, in which case the passenger can change their reservation right up until departure (for example if the passenger realises they are not going to make the early bus, they can switch to the late bus).
Tickets have an expiry date.  Trips cannot be booked for journeys outside of the ticket’s expiry date.
  • single tickets – valid for 90 days from date of purchase
  • 10-trip multipay tickets – valid for 10 weeks from date of purchase
  • 7-day saver pass – valid for 7 days from first use
Tickets which expire may be re-activated within the first month after expiry at Mahu City Express’ discretion and may be subject to a discretionary administration fee.
When booking your journey, you must check all details are correct including name, contact details, date, time, and journey itinerary before making payment. No refunds will be given for incorrect or duplicated journeys.
As our fares are very competitively priced there is no discount given for children, seniors, or students.
We do not allocate seats for passengers except for those with limited mobility.
Mahu City Express sells Tickets via the website www.mahucityexpress.co.nz Please follow payment instructions provided and ensure you have received an emailed booking confirmation slip.  All prices are in NZ$ and include Good and Services Tax (GST) of 15%.
If there has been a problem with your payment or you have not received a booking confirmation, please send an email to info@mahucityexpress.co.nz  as soon as possible or contact our customer service office on 09 425 5566 and we will advise whether your booking has been confirmed.
A valid booking on our passenger list accessible by our drivers acts as the ticket for your journey.
Refunds will not be issued if a Passenger fails to board a service at the correct time or stop.
While all attempts are made not to change timetables Mahu City Express LTD does reserves the right to change the scheduled time of your departure for operational reasons. We will attempt to notify you by the means you provided at the time of booking. We advise you to check your email and cell phone prior to travelling. It is a condition of travel that you provide us with your contact details and we will not be held responsible for any consequential effects from changes to your booking, should you not receive notification of the change to the scheduled time of your departure.
Luggage
Luggage will be carried whenever possible but in the interests of the safety and comfort of all our customers and because of capacity constraints, Mahu City Express LTD reserves the right to refuse permission for you to bring any item on to our service.
Refusal to take luggage on our service is entirely at the drivers’ discretion. They can refuse to carry any luggage if it is perceived that it could cause discomfort to other passengers, might cause delays to the service, it won’t fit in the luggage space, or it is deemed unhygienic or a possible health and safety risk and/or likely to break any relevant New Zealand laws.
If you have any doubts about the suitability of your luggage then please check with us before you travel as we are unable to refund tickets for refusing luggage if you have not sought information or have not made specific arrangements with us.
Where ever possible, we will try to accommodate wheelchairs and mobility aids. If you have any questions and queries about our capacity then please phone or get into contact before purchasing a ticket so we can discuss your specific requirements.
If you have any queries, claims, complaints or Lost Property related to Mahu City Express, please contact us by email at info@mahucityexpress.co.nz or by phone on 09 425 5566
Health and Safety
Mahu City Express will take reasonably practicable steps to ensure the Passenger’s health and safety while travelling on its Service in accordance with the Health and Safety at Work Act 2015.
The Passenger undertakes to take reasonable care:
  • of their own health and safety;
  • that their acts or omissions do no adversely affect the health and safety of other persons;
  • to comply, as far as the Passenger is reasonably able, with Mahu City Express’ reasonable instructions in respect of health and safety; and
  • co-operate with any reasonable policy or procedure Mahu City Express has in place relating to health and safety.
If the Passenger is in any way involved in an accident, incident or near miss while on a Service, the Passenger agrees to advise Mahu City Express the details of any such accident, incident or near miss without delay.
Both Mahu City Express and the Passenger agree to comply with the relevant provisions of the Health and Safety at Work Act 2015, associated Regulations and Codes of Practice.
Children
Children passengers will be carried whenever possible but in the interests of the safety and comfort of all our customers and staff, Mahu City Express LTD reserves the right to refuse permission for children to travel on our service.
Refusal of the minor (s) is entirely at the drivers’ discretion. They can refuse to carry any child or children if it is perceived that they could cause discomfort or concern to other passengers, might cause delays to the service, they have specific travel needs we cannot accommodate, or pose a possible health and safety risk.
While Mahu City Express will take all reasonable steps to care for children on the service, Mahu City Express cannot be responsible for the supervision of any child. All children remain the responsibility of their parent or guardian at all times.
While our drivers do their best to assist passengers, we cannot delay our service when passenger connections and pickups, including those of children, are not ready at the designated stops. If the driver is not happy with any situation that could occur at a child’s completion of service then they will do whatever they deem necessary to ensure the child’s safety and wellbeing including communicating with the appropriate authorities.  The parents or guardians of that child will then be responsible for all costs incurred in that process.
If you have any doubts about whether your child can travel on our service then please check with us before you make a booking as we are unable to refund tickets for refusing passage to children if you have not sought information about or made specific arrangements with us.
Passengers with limited mobility
Passengers with limited mobility will be carried whenever possible.
Refusal of passage is entirely at the drivers’ discretion. They can refuse to carry any passenger if it is perceived that they could cause a safety concern to other passengers, might cause delays to the service, they have specific travel needs we cannot accommodate and if mobility devices and aids are not able to fit into the provided luggage spaces.
While our drivers do their best to assist passengers, we cannot delay our service. If you have any doubts about whether a passenger with limited mobility might be able to travel on our service then please check with us before you make a booking as we are unable to refund tickets for refusing passage if you have not sought information about or made specific arrangements with us.
Passengers who require a wheelchair for mobility must be capable of boarding and alighting by themselves or with a helper. For health and safety reasons, drivers are not permitted to participate in carrying of passengers. Mahu City Express staff will assist if possible, but may not always be able to help with boarding and alighting.
Where ever possible, we will try to accommodate wheelchairs and mobility aids. If you have any questions and queries about our capacity then please phone or get into contact before purchasing a ticket so we can discuss your specific requirements.
Certified Service Dogs are permitted to travel on Mahu City Express when they are accompanying a person with a disability. The dog must wear an identification tag and must be under the control of the owner at all time. Owners must follow instructions of Mahu City Express staff and failure to follow instructions may mean the dog will not be allowed to travel on-board Mahu City Express services.
Owners will be required to clean up any mess that their dogs may have caused.
Privacy Statement
You can visit many parts of the Mahu City Express website without telling us who you are or revealing any information about yourself.
Where you register an account, make a booking, submit an enquiry or otherwise submit information about yourself or your organisation you are in control of the information you provide to Mahu City Express. We will not sell, trade or rent your personal information to others without first obtaining your consent, unless required to do so by law.
For further information on how we collect, use, hold and disclose your personal information, please see our Privacy Policy, available at www.mahucityexpress.co.nz/privacy-policy
Emails: From time-to-time we may use email addresses to deliver information relevant to our customers. These email messages may detail changes to timetables, new services or fare product promotions. All emails sent to you will give you the option to remove yourself from our database.
Definitions for Mahu City Express General Terms and Conditions
  • These Mahu City Express General Terms and Conditions are subject to New Zealand Law.
  • Copies of the General Terms and Conditions are available from the Mahu City Express website and any Mahu City Express Ticket Office upon request.
  • If a Passenger is using a Mahu City Express service for business purposes, the Consumer Guarantees Act 1993 may not apply.
  • These Mahu City Express General Terms and Conditions may be changed at any time without prior notice.
  • By travelling on Mahu City Express services, you are deemed to have read and agreed to the General Terms and Conditions to book and travel with Mahu City Express.
Updated April 2019