Privacy Policy

Booking Cancellation Policy

Pokeno Cabs & Hire

We understand that plans can change. Our cancellation terms are as follows:

Standard Bookings

Cancellations made at least 2 hours before pickup – No cancellation fee.

Cancellations made less than 2 hours before pickup – A cancellation fee may apply (up to 50% of the quoted fare).

No-shows (customer not present at pickup location without notice) may be charged the full fare.

Airport Transfers & Pre-Booked Long Distance Trips

Cancellations made at least 12 hours prior – No fee.

Cancellations made within 12 hours – Up to 50% of the fare may apply.

No-shows may be charged the full agreed fare.

We encourage customers to notify us as early as possible if plans change.

Refund Policy

Pokeno Cabs & Hire

Refunds may be provided in the following situations:

• Overpayment or duplicate payment
• Service not delivered due to driver cancellation
• Service issues where a refund is deemed appropriate after review

Refunds will generally be processed using the original payment method within 3–5 working days.

Refunds will not normally be provided for:

• Customer no-shows
• Late cancellations (as per cancellation policy)
• Delays caused by traffic, weather, or events outside our control

If you believe you are entitled to a refund, please contact us within 7 days of the booking.

Health & Safety Policy

Pokeno Cabs & Hire

The safety of our passengers and drivers is our highest priority.

We are committed to:

• Maintaining all vehicles to NZ safety standards
• Ensuring vehicles are regularly serviced and inspected
• Complying with NZ transport regulations
• Ensuring drivers hold appropriate licences and endorsements
• Providing a safe and respectful environment for all passengers

Passenger Responsibilities

Passengers must:

• Wear seatbelts at all times
• Treat drivers and vehicles with respect
• Not engage in unsafe or unlawful behaviour
• Follow reasonable driver instructions for safety

We reserve the right to refuse service where safety is at risk.

Zero Tolerance Policy

Pokeno Cabs & Hire maintains a zero-tolerance policy towards abusive, aggressive, or unsafe behaviour. Service may be refused or terminated if necessary.

Complaints

If you have a complaint about our services, conduct, or any aspect of your experience with us, please contact us as soon as possible using the details provided on our website. We take all complaints seriously and aim to resolve them promptly and fairly.
We will acknowledge your complaint and work with you in good faith to reach a reasonable outcome within a reasonable timeframe.

Feel free to contact us for any clarifications.